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Call Recording retention policy

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  • 1.  Call Recording retention policy

    Posted 04-05-2019 14:34
    No replies, thread closed.
    I've been getting questions lately about how long PureCloud retains voice recordings.

    I believe it's related to storage consumption but I've been unable to find specific details on the Pure Cloud Resource Center.

    Can anyone point me to the official policy?

    #QualityManagement

    ------------------------------
    Jason Rogers
    Ontario Teacher's Pension Plan
    ------------------------------


  • 2.  RE: Call Recording retention policy
    Best Answer

    Posted 04-08-2019 03:49
    No replies, thread closed.
    Hi Jason,

    The storage usage availble is based upon your user type and number of licenses.

    https://help.mypurecloud.com/articles/data-storage-usage/

    The calculator allows you to check the likely storage use and costs based on your use.

    https://help.mypurecloud.com/articles/storage-calculator/

    The Recording policy lets you configure things like how long to store a call for. Maximum 3 years.
    https://help.mypurecloud.com/articles/create-recording-policy/

    I'm not sure when the policy came in to effect apart from some time last year so if you have an older contract then you need to check with your partner or customer success manager.



    ------------------------------
    Richard Chandler
    G3 Comms Ltd
    ------------------------------

    Original Message


  • 3.  RE: Call Recording retention policy

    Posted 04-08-2019 10:03
    No replies, thread closed.
    Thanks Richard.

    I was hoping for a report or API that would provide our actual storage usage.

    This posing in the developer forum - https://developer.mypurecloud.com/forum/t/billableusage-report-storage-overage/3316 - seems to indicate that capability doesn't exist yet.

    We haven't received a storage overage charge in our bill (yet) so we'll continue to use the estimator you referenced, monitor our billing, and wait for PURE-2233 to be delivered.

    ------------------------------
    Jason Rogers
    Ontario Teacher's Pension Plan
    ------------------------------

    Original Message


  • 4.  RE: Call Recording retention policy

    Posted 04-08-2019 13:57
    No replies, thread closed.
    The word I got back from Billing is that the latest subscriptions enable a Storage section on the Subscriptions page which lists your current usage. If you don't see that, you probably subscribed before that was normally being added (created in the last 9 months or so). You can probably inquire through Billing to get the "storage part" added to your subscription.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Call Recording retention policy

    Posted 04-09-2019 10:13
    No replies, thread closed.
    Thanks George.

    I created a support case to display usage but there seems to be some confusion that I'm hoping you can clarify.
    I do see a bar graph in the top right corner of the Billing & Usage page but I'm not sure if that's what you're referring to because the y-axis isn't labelled so I'm not sure if it's a percentage of our pre-paid agent count or of our storage usage.

    The support person asked me if that bar graph is what I want but I'm not sure how to reply. 
    Is that bar graph the Storage section you mention above?

    Ultimately I want a per-agent breakdown of storage usage between call recordings and screen recordings so I can see where the storage is being used and adjust the appropriate recording policy.

    ------------------------------
    Jason Rogers
    Ontario Teacher's Pension Plan
    ------------------------------

    Original Message


  • 6.  RE: Call Recording retention policy

    Posted 04-09-2019 10:26
    Edited by George Ganahl 04-09-2019 10:26
    No replies, thread closed.
    Is that Billing support, I hope?

    There is nothing as granular as you want for tracking usage. The interface just shows total usage rounded up to the next GB, nothing per agent.

    I have a view into an organization with minimal usage (and being a test org I can't get into it right now). I'll see if I can get a view of it later and post a picture.

    It is not a bar graph, but a section down below named Storage.


    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Call Recording retention policy

    Posted 04-09-2019 10:30
      |   view attached
    No replies, thread closed.
    You should see something like the file uploaded at the bottom of the subscription page.

    ------------------------------
    Richard Chandler
    G3 Comms Ltd
    ------------------------------

    Original Message


  • 8.  RE: Call Recording retention policy

    Posted 08-08-2019 05:57
      |   view attached
    No replies, thread closed.
    Hi George,

    We aren´t able to see the details you specify in the Suscription site, is there any other option?

    I attach what we can see.

    Regards,

    ------------------------------
    Carlos Camacho Jimenez
    Team Vision S. A.
    ------------------------------

    Original Message


  • 9.  RE: Call Recording retention policy

    Posted 08-08-2019 09:17
    No replies, thread closed.
    As I mention at the end of this thread:

    Ordering
    How do we order an upgrade to our service?
    Contact CloudSales@genesys.com.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 10.  RE: Call Recording retention policy

    Posted 04-09-2019 21:31
    No replies, thread closed.
    Hi George,

    You mentioned you can inquire through Billing to get the "storage part" added to your subscription, how is this done?

    I had a support case open and that went nowhere, how do you contact billing?

    Thanks

    Andrew

    ------------------------------
    Andrew Corr
    Telstra Corporation Ltd
    ------------------------------

    Original Message


  • 11.  RE: Call Recording retention policy

    Posted 04-10-2019 09:12
    No replies, thread closed.
    Unfortunately I've had the same experience with support despite pointing them to this thread and suggesting that they contact George for more info  (cc: @Cass Sapir) so I'd also like to know how to contact Billing support.  I'm also going to email our CSM.


    ------------------------------
    Jason Rogers
    Ontario Teacher's Pension Plan
    ------------------------------

    Original Message


  • 12.  RE: Call Recording retention policy

    Posted 04-10-2019 09:23
    No replies, thread closed.
    I hope I'm not leading you down the wrong trail...

    For questions about the billing and your subscription, you normally get pushed toward your Genesys Advisor (GA--formerly known as CSM).

    For adding on something, it should be:

    Ordering
    How do we order an upgrade to our service?
    Contact CloudSales@genesys.com.

    You can quote me on that, and if you get pushed back to the GA let me know.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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