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We have an issue at the moment, and i wondered if you could point me in the direction of anything you've seen that illustrates that point?We've been a Genesys customer for 4+ Years and have always been able to access interactions via web, from more than 18 months.
We've had no contact from a CSM, and the release notes don't flag any changes in that area.Thanks
We had a similar issue back in 2019, and they told us that they had whitelisted us, and if we wanted anything older we had to request it.Guess they were moving it to Glacier storage.Now searching via the web, and API, the interactions cannot be found, let alone retrieved via normal methods.
Small update for the community
Even though whitelisted they seem to have started pruning us.
Tech confirmed it, then told us to talk to a CSM.
After a day of trying to get hold of someone in the UK, CSM or otherwise, emailing every old CSM i've had, and has now left the company, and emailing the EMEAIgniteCSM address, and trying to get some response via their twitter, i've finally found some people that are attempting to rectify the situation.
3 days down the road and i still seem to be in the same place, although at least it seems they are trying.
I urge anyone to make sure they're whitelisted on a yearly basis, as we had no notice that they would be doing this.
I urge anyone, if only for a tertiary backup, to get an API link to an S3 bucket. That's what i'm now going to kick-off, as it's too risky to trust Genesys with the recordings, even if you have a contractual agreement/GDPR whitelist, etc.
Fingers Crossed from here!
------------------------------Thanks,RichardOriginal Message:Sent: 05-09-2022 15:27From: Richard LythabySubject: How to access call recordings older than 18 monthsAnd i'd love to see the comms where they updated that FAQ from :------------------------------Thanks,RichardOriginal Message:Sent: 05-09-2022 15:22From: Richard LythabySubject: How to access call recordings older than 18 months
From what i can see, no.
If you happen to have the interaction ID in another system, you can query that via API batch post and get, to get the recording link. The go and get the recording.
If you rely on the call database to find that interaction iD, from a date/time/number/agent perspective, you can't search over 5 years.
So if you're nearing 5 years, and havent backed up your call data/analytics to a seperate DB that you own, you need to start that project quickly.
IMO, Genesys' "get-out" here is that they haven't "deleted" any data, they've just hidden it from view due to database constraints.
There might be a "services not as described" piece, but they've changed the FAQ, and even if they have broken contract, the answer would be the option of early termination, which still doesn't really help matters..
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