Use the Media Playback APIs to access CXone Recording media and metadata when extracting call segments and contacts.
Use of these APIs may require additional fees. Consult your contract or contact your CXone Account representative for more information.
When extracting an interaction:
For voice-only and voice-and-screen media types, the API provides the interaction metadata. The link to the media file can be found under the fileToPlayUrl field in the Success response.
For chat and email media types,the API provides the interaction metadata and the transcript. In the Success response, you can find the transcript under the messages field and the link to the media file under the filetoplayurl field. If the media type is set to all (and not specifically set to chat or email), then if there is a screen recording, you will also get a link to the media file for digital interactions.
When downloading, the API transfers a link to the media file.You can use this API to access CXone Recording media and metadata.
•CXone Quality Management
•CXone Recording
General Requirements
To use these APIs, you must create an Access Key and then generate a CXone API token to use as a bearer token when calling Media-Playback APIs. You can create Access Keys by enabling the Access Key permissions and then creating an Access Key in the user’s profile or by navigating to the Access Key tab on the employee page.
