Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

April 3, 2014

Converting Recordings From RAW to WAV
Format

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.

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 on Windows
Server 2003 (32 bits) and 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> Date the file was recorded

Time the file was recorded