Three things to think about/check first:
1. Internal calls are not recorded. Only the calls (or portions of calls) which travel across external trunks are recorded.
2. You said that recording is enabled on the trunk, which implies only one trunk. If that is all, then see 3.
3. It is possible your trunks are using the
Consent Required feature, in which case outbound calls will never be recorded and only inbound calls which go through an Architect flow which uses the
Enable Participant Recording action to turn on recording for the call
https://help.mypurecloud.com/articles/enable-participant-recording-action/You mention interactions you can't access...does that mean you click on an old interaction and nothing shows up for a recording, or that you see a recording but it won't play?
One other thought...someone may have used the API to bulk delete recordings in the past.
https://developer.mypurecloud.com/api/tutorials/recordings-bulk-actions/index.html?language=nodejs&step=1
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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
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Original Message:
Sent: 02-17-2021 11:05
From: Lindsay Hull
Subject: Call Recording Retention
Hi George and All,
Thanks for all of the info. We have a lot of interactions we can't access, even though we don't have a policy set up to delete/archive interactions. Also, we've never deleted an interaction/recording, but we've never been charged for data storage....I am thinking at this point maybe I should talk to support about this.
Lindsay
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Lindsay Hull
Rose-Hulman Institute of Technology's AskRose Homework Help
Original Message:
Sent: 02-16-2021 09:37
From: George Ganahl
Subject: Call Recording Retention
Another good article (and sub-articles) is https://help.mypurecloud.com/articles/about-data-storage-for-genesys-cloud/
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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
Original Message:
Sent: 02-15-2021 15:47
From: Daniel Ho
Subject: Call Recording Retention
Hi George,
You can find the storage usage and allotment in your subscription view: https://help.mypurecloud.com/articles/view-billing-usage-summary/
Also, if you are unsure about how long your calls' retention is set, you can take a look at some of your Interactions in the Interactions Details VIew, and look at the (expected) Delete Date.
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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
Original Message:
Sent: 02-15-2021 09:11
From: Scott McCann
Subject: Call Recording Retention
Hi George,
Thank you, this was a question my compnay had as well. Quick question, regarding our subscription allotment, where can this information be found, and ifs there a place that shows what our limit is and what we have used so far?
Thanks,
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Scott McCann
Envision Pharmaceutical Services, LLC
Original Message:
Sent: 02-12-2021 16:52
From: George Ganahl
Subject: Call Recording Retention
Basically, call recordings are retained until deleted. Your subscription has a specific amount of storage allotted per user, so if you don't delete recordings you will be charged for overage every month for the amount over what is included.
You at least need a policy which Archives recordings to "Deep Freeze", because those are not counted against your allocation limits, but they can be retrieved within a day to listen to if needed.
If you create a policy now, it does not automatically go back and delete the old recordings. You will need to use the API for that. Developer.mypurecloud.com has some info on that if you search around.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
Original Message:
Sent: 02-12-2021 16:48
From: Lindsay Hull
Subject: Call Recording Retention
Hi Genesys Cloud Community,
I am trying to figure out how long call recordings are retained. I've read about 9 million articles in the Help Center and several threads in the community here, but can't find anything about. We have line recording enable on the trunk, but we don't have a policy. Our calls are recorded and I can listen to them. Is there a default policy for call recording retention? I am also wondering if we are grandfathered in under an old procedure. We've been with PureCloud since July 2016, and that is when recording was enabled and started. And, of course, the person who set all of that up in 2016 has since moved on.
Thanks in advance!
Lindsay
#Unsure/Other
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Lindsay Hull
Rose-Hulman's AskRose Homework Help
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