Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

March 2012

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 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 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

<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