Due to some recent sound quality issues it was recommended to split to recordings in two channels (Customer & Call Center Agent) on purecloud's servers.
This has caused our recording that are downloaded to only have the customers voice in the recording..
It was suggested that we save them as .WAV vs .MP3, but when I try that they still only have the customers voice..
Is there a way to download these combined via the API?
Meanwhile we have set the recordings back to the original combined recordings.
I talked with our team leader in the recordings group. Here was his response:
It is not what they asked, but for exports of recordings, I would suggest to use recording batchdownload or recording jobs endpoints. These will strip off our custom file wrapping and encryption, but otherwise will leave the file in its original audio code/quality. If audio quality is paramount, this is what they need to do. Any audio processing that we do has the chance to reduce fidelity.
That original audio codec can be adjusted in the External trunk config, but switching to WAV will have some storage cost and bandwidth consequences since they are much bigger files. The issue with only having one channel sounds wrong. We always return both channels. In the case where we split the channels, we supply two files in the same response. In other cases, it's only one file but still both channels. Should always have both.