Hello,
My apology in advance if someone had answered below query before: I could not fined the appropriate answer from the forum....
We received an inquiry from a customer who is unable to access their recoding after the call ended.
As investigating the applicable interaction ID, we discovered that the interaction had not been completed properly so the recording file was classified as Orphaned Recordings.
Questions are;
- What is the trigger of the ACW closure (without processing completion) and recording file to be judged as orphaned? e.g. default time limit
Since the system is composed to host several contact centers, we are not setting any limit or code relating ACW.
- Will the retention period for orphaned records comply with the audio file retention policy?
Thanks and regards,
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Kei Murakami
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Itochu Techno-Solutions Corporation (CTC)
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