Agent Recording Pause/Resume Example

In these examples, we'll test the various APIs for managing active recording for an agent.

A combination of all these tests below is needed for full functionality testing. For example, you will need to get the recording state using the test shown below in 'Obtaining Agent Recording State' to verify that the test shown below in 'Pause Agent recording' and 'Resume Agent recording' are actually changing the active recording state. Note that to do this test you must also be on an active call with an agent that you have configured for recording. This is required because an agent that is not on an active call will always be in a state of NOT_RECORDING.

Common Setup for APIs

Each of the four tests below require the following Chronicall and Postman setup.

Service User

Within Chronicall, create a new Service User. This will provide us with an authentication key.

  • Create a new user in User Management > User Accounts.
  • Click the User drop-down menu and select .
  • Enter a name in the Name field and select the "Service User" option at the bottom.
  • Save your changes.

Once completed, you will find the authentication key within API Enablement > Service Users.

Configure Agent for Recording

Within Chronicall, we will configure an agent to have their calls recorded.

  • Start by going to Recording > Manage Recording Rules.
  • You may have to click "Add" to bring you to a new rule configuration shown below.
  • Give your rule a title; we will use "test".
  • Add agents you want to have recorded using this rule. We will be using agent 301.
  • Click OK.

Once you have configured the recording rule, you must call one of the agents you selected in your rule configuration. During the test, remain on the call so that the recording remains active.

Agent Mapping

Within Chronicall, we will configure an agent recording mapping.

  • Start by going to API Enablement > Programmatic Recording Pause.
  • Add the Agent Alias you want to use. For our tests we use agent 301 so we have made a mapping for 301.

Common Postman Setup

Download and install the Postman application at the Postman Site.

Launch Postman.

Create a new Request for each API endpoint you test.

  • We'll name the Request "Recording Management Demonstration".
  • You may also need to create a "Collection." We'll call ours "Sample Collection".

Configure the Authorization.

  • Within Postman, click the Authorization tab.
  • Set the Type to Bearer Token.
  • Copy the Service User Authentication Key, which is found in API Enablement > Service Users, and paste it here.

Obtaining Agent Mapping

After following "Common Setup For APIs," we will then update the URL query.

We are now ready to submit our query. Click on Send within Postman. You will see the resulting response below in the Response field.

Obtaining Agent Recording State

After following "Common Setup For APIs," we will then update the URL query.

We are now ready to test our query.

  • Call the agent configured for recording, have the agent answer, and remain on the line; we will call agent 301.
  • Click on Send within Postman. You will see the resulting response below in the Response field.

Possible values for state are NOT_RECORDING, RECORDING, and PAUSED. For verification purposes, if you have set up the recording rule correctly for the agent and are on an active call with that agent, then the state should be RECORDING.

Pause Agent Recording

After following "Common Setup For APIs," we will then update the URL query.

We are now ready to test our query.

  • Call the agent configured for recording, have the agent answer, and remain on the line; we will call agent 301.
  • Click on Send within Postman. You will see the resulting response below in the Response field.

Possible values for state are NOT_RECORDING, RECORDING, and PAUSED. For verification purposes, you can use the query found in "Obtaining Agent Recording State" above to verify that the active recording sate is changing.

Resume Agent recording

After following "Common Setup For APIs," we will then update the URL query.

We are now ready to test our query.

  • Call the agent configured for recording, have the agent answer, and remain on the line; we will call agent 301.
  • Click on Send within Postman. You will see the resulting response below in the Response field.

Possible values for state are NOT_RECORDING, RECORDING, and PAUSED. For verification purposes, you can use the query found in "Obtaining Agent Recording State" above to verify that the active recording sate is changing.