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Personal voicemail retention policy

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  • 1.  Personal voicemail retention policy

    Posted 11-01-2021 14:03
    No replies, thread closed.
    I've been looking for the answer to this but can't find it in any help guide or on any community post...

    What is the retention policy for personal voicemails on Genesys Cloud? I doubt it's indefinite?

    Thanks,
    #Unsure/Other

    ------------------------------
    Amit Deepchand
    i3Vision Technologies Inc.
    ------------------------------


  • 2.  RE: Personal voicemail retention policy

    Posted 11-01-2021 19:48
    No replies, thread closed.
    Hi Amit,

    I found the following article for you... https://help.mypurecloud.com/articles/manage-acd-voicemail-recordings/

    It says, the default is 60 days, but you can change the retention to save the VM indefinitely. The doc will show you how to do that.

    I pretty much a newbie on Genesys so hopefully one of the experts with confirm or provide any corrected info or doc links. 

    Jackie


  • 3.  RE: Personal voicemail retention policy

    Posted 11-02-2021 08:39
    No replies, thread closed.
    Thanks Jackie. I saw that article too but this is for ACD voicemails. I believe personal voicemails would be a different retention period. I am unable to find any article regarding how long personal voicemails are kept if the user does not delete them.

    ------------------------------
    Amit Deepchand
    i3Vision Technologies Inc.
    ------------------------------

    Original Message


  • 4.  RE: Personal voicemail retention policy

    Posted 11-02-2021 09:06
    No replies, thread closed.
    I would like to know that as well @Amit Deepchand.​


  • 5.  RE: Personal voicemail retention policy
    Best Answer

    Posted 11-03-2021 15:29
    No replies, thread closed.
    Hi Amit - personal voicemail messages are stored indefinitely until one of the below conditions occurs:

    • A user manually deletes the voicemail
    • A GDPR request is made to delete all information related to a user
    • A user is deleted from an org
    • An org is deleted entirely

    I hope this helps!

    ------------------------------
    trey buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------

    Original Message


  • 6.  RE: Personal voicemail retention policy

    Posted 11-03-2021 16:54
    No replies, thread closed.
    @trey buck, user will still have max free storage then will get charge after?​

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    Vincent Sabolboro
    ATB Financial
    ------------------------------

    Original Message


  • 7.  RE: Personal voicemail retention policy

    Posted 11-08-2021 16:53
    No replies, thread closed.
    Hi @Vincent Sabolboro - individual voicemails are very small (limited to 3 mins max) in comparison to other recorded aspects of the platform. We encourage good 'data hygiene' and would advise users to keep their voicemail box clean, and we have a generous fair use policy to help provide a buffer as well which covers most customers.  See help doc for more examples and note the scaling storage across user licenses: https://help.mypurecloud.com/articles/data-storage-usage/.  ​​

    ------------------------------
    trey buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------

    Original Message


  • 8.  RE: Personal voicemail retention policy

    Posted 11-08-2021 21:53
    No replies, thread closed.
    thank you @trey buck​

    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------

    Original Message


  • 9.  RE: Personal voicemail retention policy

    Posted 09-12-2022 08:24
    Edited by Anurag Gusain 09-12-2022 08:24
    No replies, thread closed.
    Hi @trey buck - Do we have a capability where Agents who have access to Personal Voicemail should not be able to download voicemail left on their personal voicemail box ?​​

    ------------------------------
    Anurag Gusain
    Servion Global Solutions
    ------------------------------

    Original Message


  • 10.  RE: Personal voicemail retention policy

    Posted 09-12-2022 10:40
    No replies, thread closed.
    Hi @Anurag Gusain - we do not have the ability to prevent users from downloading personal voicemails at this time.  I searched the Product Ideas Lab and found a few ideas related, but few votes:

    https://genesyscloud.ideas.aha.io/ideas/INB-I-813
    https://genesyscloud.ideas.aha.io/ideas/UCC-I-458​

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------

    Original Message


  • 11.  RE: Personal voicemail retention policy

    Posted 09-12-2022 12:27
    No replies, thread closed.
    Thanks @trey buck for quick response !​

    ------------------------------
    Anurag Gusain
    Servion Global Solutions
    ------------------------------

    Original Message


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