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Release 15.1
Search and Replay API Guide
Issue 4
Nov, 2015
Introduction
Verint ContactStore for Communication Manager Version 7.8 Service
Pack 1 and later versions provide an Application Programming Interface
(API) that you can use to access recordings. You can use the API to:
locate recordings and their associated context information
(sometimes called tagging data or metadata)
fetch the audio file associated with the recordings
delete recordings
Concepts
Recording segments
The recorder may segment the recording of a particular call into multiple
recording segments. It does this in particular when a call is put on hold or
transferred. You should therefore expect to possibly receive multiple
results from a search query, which may all be fragments of the same call.
Replay Rights
Before you can search for and replay recordings the system administrator
must define which calls you may view.
Parameters
The parameters passed as part of the request (either following the ? in
the URL of a GET or in the header of a POST) control the API.
The other parameters vary according to the command type. The following
sections describe the parameters and responses for each of the three
commands.
Client Authentication
The API uses HTTP Basic Authentication to authenticate clients. You
must provide a username and password on every request. The username
and password must be concatenated with a colon, base 64 encoded and
provided in the Authorization header. If the Authorization header is
missing, cannot be understood or the credentials are bad the API returns
HTTP status 401.
When searching for recordings you must provide values that will be used
for all of the search filter fields. The names of the parameters are driven
by names of the parameters in the layout.
The results are provided as an XML document. The fields of the XML are
again driven by the layout. The names of the fields are the same as the
columns defined in the layout.
Search Parameters
The SEARCH command requires many parameters, most of which are
driven by the layout.
layout [optional]
Specifies the layout to use (defaults to cscm)
operator_filtername
For each filter you must provide the type of where clause operator that
will be used in the SQL search of the database. The possible values are:
0 do not include in the where clause
1 EQUALS tests for equality
2 LESS tests if the database value is less than the value supplied.
3 GREATER
4 LESS or EQUAL
5 GREATER or EQUAL
6 STARTS tests if the database value starts with the value supplied
7 ENDS
8 CONTAINS tests if the supplied value occurs in the database value
9 BETWEEN tests for database values between two supplied values.
paramN_filtername
For each filter you must provide up to 4 value parameters.
Most filters require just one the value to be tested against.
Date filters require four start and end for time and date
Simple example
Finding recordings longer than 60 seconds
operator_duration=3
param1_duration=60
Date/Time example
operator_startedat=9 <- must always be 9 (between)
param1_startedat=08/08/08
param2_startedat=10:00:00
param3_startedat=08/08/08
param4_startedat=11:00:00
Date Formats
By default dates should be supplied in British (d/m/y) format, and times in
24 hour (military) format.
These defaults can be overridden by providing two additional parameters:
dateformat=MM/dd/yy
timeformat=hh:mm:ss a
These changes would change to North American, m/d/y, 12 hour format.
Debugging
When the recorders log file is running in DEBUG level the search
parameters are printed to the logfile, which can be very helpful in looking
for errors.
Results
The XML document returned contains one entry for each row in the
database meeting the filter criteria specified and the replay rights of the
API user. Each entry contains a field for every column of the layout.
However, if any value is NULL, that field is omitted.
After deleting a recording, you will receive a 404 error if you try to replay
it.
Examples
http://devarch:8080/searchapi?command=search&layout=searchapi¶m1_
startedat=31%2F10%2F08¶m2_startedat=00%3A00%3A00¶m3_startedat
=31%2F10%2F08¶m4_startedat=23%3A59%3A59&operator_startedat=9¶
m1_partynames=1152&operator_partynames=8¶m1_partyagentnames=&oper
ator_partyagentnames=0¶m1_duration=&operator_duration=0¶m1_vd
n=&operator_vdn=0¶m1_callid=&operator_callid=0
From 12.1
http://devarch:8080/searchapi?command=replay&id=800005000000015
http://devarch:8080/searchapi?command=replay&id=xxxxxxxxxx_2