# Genesys Quality Management Suite 8.1.520 : Searching for Calls by External Data

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When Call Recording is integrated with other applications, such as a Cisco Unified Communications Manager or CIM, additional data can be passed from the external application to Call Recording. Call Recording can then use this data to find call records.

The system administrator must enable Advanced search:, and add external data fields to Call Recording before a search can be made for external data.

### Searching for Calls by Agent Names

Navigate to: Recorded calls > Search.

In many call centers, agents can sit at any terminal. Each agent has a unique identifier in the Call Manager, name or ID number, that attributes call activity to the agent not the terminal.

1. In Advanced search: select or type an Agent Name.
2. Click Search.

Only recorded calls involving the agent selected display in the Recorded calls list.

To return to displaying all recorded calls, click Disable Filter.

### Searching with Other External Data

The system administrator can add additional fields, depending on the external data stored in systems that are integrated with Call Recording.

The figure shows an example of the types of external data available in the Item key drop-down list.

Navigate to: Recorded calls > Search.

These fields display in the Advanced search: area, below standard searches.

1. Select and or or in the section Condition connecting data above and below.
   Selecting and means that the search only returns calls that satisfy both the criteria in the top of the form and the Advanced search: criteria.
   Selecting or means that the search returns calls that satisfy either the criteria in the top of the form or the criteria in the Advanced search: or both.
2. Select and or or in Condition between the options displayed below.
   Selecting and means that the search only returns calls that satisfy all the selected criteria in the Advanced search: criteria.
   Selecting or means that the search returns calls that satisfy at least one of the Advanced search: criteria.
   Select case insensitive if the data does not need to match the case in the external data selected or sensitive if it does need to match the case in the external data selected.
3. Depending on how each External data Key has been set up, type the criteria or select from the drop-down lists for each key to be searched for.
4. Click Search.