Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung

Cisco CAD Troubleshooting Guide

March 13, 2015

Converting Recordings From *.raw to *.wav
Format

Recordings made by supervisors are archived using the RAW format as voice data
packets, and can only be reviewed using the Supervisor Record Viewer. If you want to
export recordings from CAD and convert them to WAV format so that they can be
reviewed using other media players, you can use either of two methods:

■

In Supervisor Record Viewer, use the Play and Save function (for more
information, see the Cisco Supervisor Desktop User Guide).

■

From a machine on which Desktop Work Flow Administrator is installed,
download recordings from the Unified CCX server and convert them to WAV
format using the procedure below.

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

Using the raw2wav Utility

This utility is located in the following location:

<install path>\Cisco\Desktop\bin

NOTE: “<install path>” by default is C:\Program Files (x86) on
Windows Server 2008 (64 bits). Be sure to use the correct install
path for your environment when using the raw2wav utility.

The utility 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 two 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:

where:

■

<YYYYMMDD> is the date the file was recorded

■

<HHMMSS> is the time the file was recorded