inContact WFO Administration > Configuration and Settings > Services > Transcoder Settings Reference

Settings Details: Transcoder Service

OverviewClosed

The Edit Transcoder screen allows you to configure many Transcoder settings in the inContact WFO Web Portal. These settings are typically configured during installation and should be changed only under the direction of inContact WFO Support.

This topic explains these settings .

For more information, see inContact Workforce Optimization Services Overview.

Transcoder Web Portal Settings

Identity
Specifies the inContact WFO-generated integer value used as an internal identifier. In distributed transcoding environments, this ID is used in the corresponding Transcoder module INI file. This is an informational field that cannot be changed.
Name
Specifies the name of this Transcoder. Best practice is to create a meaningful name for easy identification of each Transcoder instance.
Max Retries
Specifies the number of times the Transcoder will attempt to process a file before it is considered unreadable. This value is stored in the Transcoder table of the inContact WFO database. Increasing this value will not cause the Transcoder to attempt to reprocess files that have already reached the maximum number of retries. This setting accepts numeric values. The default value is 3.
Minutes Between Retries
Specifies the number of minutes the Transcoder should wait to retry a failed transcoding operation. The setting accepts numeric values. The default value is 1.
Number of Threads
Specifies the number of concurrent transcoding sessions. Raising this value may increase Transcoder performance, but can cause performance issues with other modules if the system cannot process more concurrent threads in parallel. The setting accepts numeric values. The default value is 5.
Priority
Specifies the system CPU priority assigned to transcoding processing threads. Increasing this value can increase performance, but may degrade other components on the same server. The setting accepts the values of Above_Normal, Below_Normal, High, Low, or Normal from a drop-down list. The default value is Low.
Temp Directory
Specifies the local directory where temporary conversion files are stored. Final files are stored with the original CCA files. The default value is c:\temp\transcoder-temp.
Create CCP
Specifies that the Transcoder should create a custom graphical representation of the audio waveform from a recorded call and store it as a CCP file along with the audio file. This setting accepts the values of Yes or No. The default value is Yes. If this setting is disabled, playback times will be slower as the waveform must be recomputed for each playback.
CCP Interval
Specifies the time interval (in milliseconds) between waveform data points in the graphical display. Increasing intervals can improve performance, but results in a less precise waveform display. The setting accepts values of 10, 20, 30, 40, or 50 from a drop-down list. The default value is 10.
Store Original File Size in Field
Inserts the original file size of a VoIP recording in a selected user-defined field. This can be useful for diagnosing and troubleshooting network issues. This setting accepts a value of any of the user-defined fields (User1 through User15) from a drop-down list.
Delay (minutes)
Specifies how long the Transcoder should wait between conversion attempts for audio files. You may need to increase this value for systems under heavy load. The higher the value for this setting, the longer users must wait between the time a call occurs and the time it is available for playback. This setting accepts numeric values. The default value is 0.

Screen Recording and Desktop Analytics must complete and update their files in order for the Transcoder to process both the audio and video. If the Transcoder starts processing the audio file before the video files are complete, video blackouts may not appear on the processed file. Therefore, you may need to set the value for this setting to 2-3 minutes if Screen Recording, Desktop Analytics, or both are used.

Format
Specifies the audio format for recorded files. The setting accepts the following values from a drop-down list:
  • CSA — (~1KB/s) Compresses to smaller files than GSM610. Highest quality of all available formats. Requires an inContact WFO CSA format license. Files cannot be played in standard media players.
  • GSM610 — (~1.7KB/s) Compresses to smaller files than VOX, but can have lower playback quality. Can be played in standard media player. This is the default value.
  • VOX6K — (~2.9KB/s) High-quality audio format. Audio files are 1.8 times larger than GSM.
  • VOX8K — (~4KB/s) High-quality audio format. Audio files are 2.5 times larger than GSM.
  • CSASTEREO — (~2KB/s) Stereo version of CSA format. Creates files comparable in size to GSM, but allows additional per-channel post-processing options (per channel volume level and VAD). Requires an inContact WFO CSA format license. Files cannot be played in standard media players.
  • uLaw — (~8KB/s) High-quality audio format required for HTML5 playback. Audio files are approximately five times larger than GSM.
Keep Days
Specifies the number of days that original (raw) audio files should be kept after transcoding. This allows files to be recovered if there are errors in the transcoding process, but requires additional disk space for storage. This setting accepts numeric values. The default value is 0. A value of -1 prevents the original file from being automatically deleted.
Create Analytics
Specifies that the Transcoder should create an additional, very high-quality, stereo PCM .wav audio file to be used for speech analytics processing. This setting accepts the values of Yes or No. The default value is No. Do not select Yes unless the system includes Uptivity Speech Analytics.
Analytics Keep Days
Works with the previous setting to specify the number of days that stereo (analytics) audio files will be kept after they have been created. This allows files to be stored for processing by a speech analytics engine, but requires additional disk space for storage. This setting accepts numeric values. The default value is 0. A value of -1 prevents the original file from being automatically deleted.
Normalize
Enables audio normalization, equalizing volume levels between PBX/customer side and extension/agent side of a recorded call. This setting accepts the values of Yes or No from a drop-down list. The default value is No.

Never enable this setting when Ai-Logix cards are being used for audio acquisition.

Sample Rate
Specifies the sample rate in milliseconds passed to the conversion module. Setting the value to higher rates usually results in higher quality audio files, but causes audio files to use more disk space in storage. The field accepts the following values from a drop-down list: 6000, 8000, 10000, 12000, 16000, 20000, and 24000. The default value is 8000.
Look for Code
Specifies the record codes reserved for this Transcoder in conjunction with the CTI Core setting Transcode by Board. Each Voice Board in the Core has its own identifier which is the voice board ID+1 (for example, the identifier 31 would indicate Voice Board 3).
Perform Duplicate Packet Checks
Specifies whether the Transcoder checks for duplicate packets in recordings. Duplicate packets cause recordings to appear to be skipping and can indicate configuration issues in passive VOIP recording integrations. This setting accepts the values of Yes or No. The default value is Yes.
Purge Record from Transcoder Table After Completion
Specifies whether records should remain in the Transcoder queue after they have been successfully processed. This can be useful for troubleshooting if reprocessing of files may be needed, but over time can cause the Transcoder table to grow significantly and impact the performance of the entire database. This setting accepts the values of Yes or No from a drop-down list. The default value is Yes and should not be changed unless you are troubleshooting.
VAD Packet Count Trigger
Specifies the number of RTP packets with audio needed to trigger voice activity detection (VAD) after a period of silence. Selecting lower values for this setting may avoid choppy calls or calls where agent and customer audio overlap. Selecting a value of 0 turns this setting off. The setting accepts values of 0 to 30 from a drop-down list. The default value is 0.
Analytic Storage Path
Specifies the UNC or disk path that all Analytic .wav files are written to. This setting is useful if files are being analyzed by a third-party product. If a value is typed in this field, If this setting is used, inContact WFO does not manage Analytic .wav files, but instead leaves management of these files to the third-party product or destination storage system. Except in these special cases, this setting should be left blank.
Minimum Hold Duration (milliseconds)
Specifies the duration of silence that must be present before the Transcoder inserts a Hold event in a recording. The setting accepts numeric values. The default value is 1000 (1 second).
Check if Video is Valid
Specifies whether the Transcoder should verify that screen recordings have at least one valid video frame. Files with no valid video are still transcoded. When a user attempts to play the screen recording, the Web Player displays this message: "Unable to play call: The call does not have audio or video." The setting accepts the values Yes or No from a drop-down list. The default value is Yes.
Minimum Audio Duration (seconds)
Specifies the minimum time period for which audio must be present for the call to be considered valid. For audio recordings that do not reach the minimum duration, the Web Player displays this message: "Unable to play call: The call does not have audio or video." The default value is 1.
Enable Silence/Cross-talk Detection
Specifies whether the Transcoder should detect cross-talk and silent periods within a call recording. The field accepts the values Yes or No from a drop-down list. When set to No, the next five settings in this list are ignored. The default value is Yes.
Cross-talk Threshold
Specifies the gain level, from a 0.00 baseline, that must be met on both channels to trigger cross-talk detection. The setting accepts decimal values between 0.01 and 1.00 . The default value is 0.01.
Cross-talk Minimum Duration (milliseconds)
Specifies the minimum time that audio must stay above the threshold in order for a cross-talk period to be displayed during call playback. The setting accepts numeric values between 1000 (1 second) and 65535 (65.535 seconds). The default value is 1000 (1 second).
Silence Threshold
Specifies the gain level, from a 0.00 baseline, that audio must stay below in order to trigger silence detection. The setting accepts decimal values between 0.01 and 1.00 . The default value is 0.01.
Silence Minimum Duration (milliseconds)
Specifies the minimum time that audio must stay below the threshold in order for a silence period to be displayed during call playback. The setting accepts numeric values between 1000 (1 second) and 65535 (65.535 seconds). The default value is 3000 (3 seconds).
Fragmentation Prevention (milliseconds)
Prevents momentary noise in audio from fragmenting silence/cross-talk into multiple periods. If two periods are detected within the specified duration, they are combined into a single period. The setting accepts numeric values between 1000 (1 second) and 65535 (65.535 seconds). The default value is 2000 (2 seconds).
Transcoder Duty
Specifies the types of files to be processed by this Transcoder. The setting accepts the values Audio or Video. The default value is Audio.Specifies the types of files to be processed by this Transcoder. The setting accepts the values Audio, Video, or Both from a drop-down list. The default value is Both. This value should never be changed for premises-based installations.