When using Google Cloud Storage as your Storage Service, recording files can be accessed from the Google Developer Console. Find the "Storage" link in the console and navigate to "Cloud Storage" then "Browser" then the bucket name you specified in the Storage Service configuration. That is the bucket name you specified when creating (or updating) the storage service in the OnSIP Admin Portal.
For each recorded queue call, OnSIP will save a file named "time-agent-caller.wav".
- The time is when the caller entered the queue (in 24 hour format).
- The agent name is the username of the SIP address the agent uses to login to the queue.
- The caller name is the username of the address that called the queue. It is often the caller's telephone number.
An example of a recording named in this format is: "15:42:52-clorece.acd.support-12125551212.wav". Clorece's is one of our support agents and she uses the SIP address firstname.lastname@example.org to take support calls.)
OnSIP organizes the recordings in your bucket by queue and date. For each queue using the recording feature, we will create a folder in your bucket that has the same name you give your queue in the OnSIP Admin Portal, prepended by "Queue-". Inside the queue folder, we create subfolders for the year, month, and day when the call entered the queue. The example recording above was taken from a queue named "acd.support" and saved on August 11th, 2015. The full path for the recording file is:
storage service bucket name/Queue-acd.support/2015/08/11/15:42:52-clorece.acd.support-12125551212.wav
Recording files may be moved, removed, or otherwise organized however your like, but new recordings will continue to be saved as outlined in this article. To minimize your Google Cloud costs, consider storing old recordings or ones that are not very likely to be accessed using Google Cloud's Durable Reduced Availability Storage (DRA)