Settings Details: Transcoder Service

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 service INI file. This is an informational field that cannot be changed.
Name
Specifies the name of this Transcoder.
Max Retries
Specifies the number of times the Transcoder will attempt to process a file before it is considered unreadable. 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. The setting accepts numeric values. The default value is 5.
Priority
Specifies the system CPU priority assigned to transcoding processing threads. 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.
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. 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 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. This setting accepts numeric values. The default value is 0.
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. 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.
Create Analytics
Specifies that the Transcoder should create an additional, very high-quality, stereo PCM .wav audio file. This setting accepts the values of Yes or No. The default value is No.
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.
Sample Rate
Specifies the sample rate in milliseconds passed to the conversion module. 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.
Perform Duplicate Packet Checks
Specifies whether the Transcoder checks for duplicate packets in recordings. 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 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. The setting accepts values of 0 to 30 from a drop-down list. The default value is 0.
Analytic Storage Path
Works with the Create Analytics setting and specifies the UNC or disk path for analytics .wav files.
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.