Downloading Welcome Call audio files in CXone

Welcome calls a required to be uploaded to the homeowner’s project in Engine as part of Milestone 1 (M1). Agents are able to download the Welcome Call audio file directly from CXone. Immediately following completion of the Welcome Call the agent will:

Locate the Welcome Call Recording

Call recordings can be accessed through either My Zone or the Contact History report.

From My Zone

From the applications menu, click on My Zone:

Open

Select Recent Interactions:

Open

From the dropdown menu, select appropriate timeframe:

Click the play button to open the recording:

From the details menu, select the vertical meatball menu and confirm and then download the recording:

Copy and paste the Contact ID into the CXone Contact ID field in the Jira ticket:

From the Contact History report

Log in and select the applications icon in the top left corner of the browser window:

Navigate to the ‘Reporting’:

Select ‘Prebuilt Reports’:

Type ‘Contact History’ in the search bar:

Once located, add it to favorites, by clicking on the star. This will pin the report to the top of the reports page so that it can be easily located next time:

From the Contact History report, select the appropriate date, or date range, and time the call took place. Then click the ‘Show Options' button:

This will open a window where additional filters can be selected. Use as many or few filters as needed to locate the Welcome Call recording:

Main column labels are at the top of the report. There is also a slide bar at the bottom of the report that will display the rest of the columns in the report:

Click on the line containing the Welcome Call. This will open a new window, with additional details about the call. Click the CXone Recording Tab:

Click the Play icon:

Confirm and Download the Recording

A new window pops up with the audio recording.

1. To confirm this is the correct file, click the play button and confirm the homeowner’s name and address.

2. Once confirmed, click the vertical meatball icon in the bottom right corner

3. Select ‘Voice only’ to download the recording:

If the recording is unavailable

1. Locate the interaction in the Contact History report (Alex’s call here)

   1. If the Contact ID has an asterisk ( * ) next to it, then it was a transferred call

2. Locate the Master Contact ID. This will be the same as the interaction of the transferring agent (Sarah here)

3. Confirm the DNIS/TO number is the same

4. Click on the interaction from the transferring agent; the recording will be located there

Save the MP4 File and Upload to Engine

Save the file using the following naming convention:

Customer First Name_Last Name> Date of Call (MM-DD-YYYY)>initials of support representative performing the call:

Upload the file to the corresponding project in Engine and click the attestation button per the Welcome Call SOP.