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  • 1.  Interactions vs Policy

    Posted 06-12-2024 12:34

    Hi guys,

    This is voice only.

    If we have a retention policy that states to retain calls to the Widget department for 30 days, but if I go into interactions to/from the Widget department for the last week and select "Protect Recording", does that mean it will override the retention date and stay in the system as long as it is protected?

    We are being asked by legal to put a hold on some recordings.

    Thanks,
    Tracee


    #Reporting/Analytics
    #Telephony

    ------------------------------
    Tracee Baddley
    U.S. Xpress Enterprisestbaddley@usxpress.com
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  • 2.  RE: Interactions vs Policy
    Best Answer

    Top 25 Contributor
    Posted 06-12-2024 17:26

    HI Tracee, I haven't used this feature myself yet, but the documentation is pretty clear that protecting a recording overrides the policy set, and will keep it indefinitely or until the protection is removed. Take a look here for details and limitation:

    https://help.mypurecloud.com/articles/protect-recordings-from-deletion-for-a-legal-hold-directive/



    ------------------------------
    Anton Vroon
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  • 3.  RE: Interactions vs Policy

    Posted 06-12-2024 20:00

    Thank you Anton!  I had searched and could not find a definitive answer.   The link that you shared makes it very clear that Protect overrides any retention policy.  I really appreciate you.  Have a great day!



    ------------------------------
    Tracee Baddley
    U.S. Xpress Enterprisestbaddley@usxpress.com
    ------------------------------



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