Cisco Cisco Agent Desktop 8.0 Technische Referenzen

Recordings made by supervisors are archived as raw voice data packets; they can 
only be reviewed using the Supervisor Record Viewer. However, if you wish to 
permanently save selected recordings as .wav files, you can use either of two 
methods:

■

Using the “Play and Save” button in Supervisor Record Viewer and saving 
the recording to a selected folder

■

Using the raw2wav.exe command line utility

See the Cisco Supervisor Desktop User Guide for information on saving recordings 
as .wav files through Supervisor Record Viewer.

This utility is located in the C:\Program Files\Cisco\Desktop\bin folder. It must be run 
from this location in a command window on the computer that hosts the Recording & 
Playback service (RPServer.exe). 

Each *.raw format recording is comprised of 2 files:

■

<name>.to.raw, containing data sent to the agent phone

■

<name>.from.raw, containing data sent from the agent phone

You need use only one of the file pair when running the utility. The utility finds the 
other file and combines the two files into one .wav file named <name>.wav.

The naming convention used for <name> is as follows:

<YYYYMMDD>_<HHMMSS>_<counter>_<extension>_<agent ID>

Where

<YYYYMMDD> . . . . . .  Date the file was recorded

<HHMMSS>  . . . . . . . .  Time the file was recorded

<counter>. . . . . . . . . . .  Counter that is reset every time the agent logs in. It is 

incremented sequentially starting from 00000 every 
time a recording of that agent is made during that 
session.

<extension> . . . . . . . . .  The extension of the agent recorded

<agent ID> . . . . . . . . . .  The ID of the agent recorded