Genesys Cloud - Main

Hi,
OK, so before I begin, I am not optimistic that there is a solution to this, but heh - maybe someone will surprise me!
I have a customer that has their recordings set to archive after a period of time. The are being hit with an audit and will need to retrieve some of those recordings. The issue is that in testing, it seems that archived recordings take approximately 4 hours to restore. (The UI as well as the docs simply refer to a timeframe in the hours)
What we would like is to be able to restore them more quickly.
Now, I suspect that the issue is actually with AWS and that Genesys is using Glacier Deep Archive, but I don't know that for certain.
One idea we had was to write a script to restore everything within the targeted timeframe, but the docs say there is a limit of 100 restores in place at a time, so...
Anyone else faced this issue? Got any pearls of wisdom to offer?
TIA

Hi Paul,

Any pearls of wisdom are not possible when the limits are low and not configurable :-) Didn't find a reference anywhere with that limit of 100 restores can be increased on the Org level. 

A thought: Maybe it is a good opportunity to revisit the arching policy with your customer based on a fair usage policy based on the license level and subscription type and adjust (or completely) disable archiving. 

Thanks,
 

Hi,
OK, so before I begin, I am not optimistic that there is a solution to this, but heh - maybe someone will surprise me!
I have a customer that has their recordings set to archive after a period of time. The are being hit with an audit and will need to retrieve some of those recordings. The issue is that in testing, it seems that archived recordings take approximately 4 hours to restore. (The UI as well as the docs simply refer to a timeframe in the hours)
What we would like is to be able to restore them more quickly.
Now, I suspect that the issue is actually with AWS and that Genesys is using Glacier Deep Archive, but I don't know that for certain.
One idea we had was to write a script to restore everything within the targeted timeframe, but the docs say there is a limit of 100 restores in place at a time, so...
Anyone else faced this issue? Got any pearls of wisdom to offer?
TIA

Hi Tatjana,
Thanks for the response. Sadly, I figured this would be the case - but it never hurts to ask 😉
Yes, we have started a discussion about retention policy so this won't happen again (although, they tell me these audits are rare) but it's a case of "locking the stable door..."
As an aside, we find that the emailed notice that restoration is complete is not coming through. Has anyone else seen that? If you do get the notification, can you advise what the sender's email address and / or the subject are? I want to make sure these are whitelisted. (The customer has a very restrictive email policy, although I don't see anything in SPAM either.) Currently, it looks like we will have to kick of the restore and then set a reminder to check back after 4 hours.... 😲 

Hi Paul,

Any pearls of wisdom are not possible when the limits are low and not configurable :-) Didn't find a reference anywhere with that limit of 100 restores can be increased on the Org level. 

A thought: Maybe it is a good opportunity to revisit the arching policy with your customer based on a fair usage policy based on the license level and subscription type and adjust (or completely) disable archiving. 

Thanks,
 

Hi,
OK, so before I begin, I am not optimistic that there is a solution to this, but heh - maybe someone will surprise me!
I have a customer that has their recordings set to archive after a period of time. The are being hit with an audit and will need to retrieve some of those recordings. The issue is that in testing, it seems that archived recordings take approximately 4 hours to restore. (The UI as well as the docs simply refer to a timeframe in the hours)
What we would like is to be able to restore them more quickly.
Now, I suspect that the issue is actually with AWS and that Genesys is using Glacier Deep Archive, but I don't know that for certain.
One idea we had was to write a script to restore everything within the targeted timeframe, but the docs say there is a limit of 100 restores in place at a time, so...
Anyone else faced this issue? Got any pearls of wisdom to offer?
TIA

There isn't an email notice -- the notification is just a "toast" notification to the requesting user.  There's a few Ideas out there to vote on:
https://genesyscloud.ideas.aha.io/ideas/WEM-I-151
https://genesyscloud.ideas.aha.io/ideas/REC-I-69

Hi Tatjana,
Thanks for the response. Sadly, I figured this would be the case - but it never hurts to ask 😉
Yes, we have started a discussion about retention policy so this won't happen again (although, they tell me these audits are rare) but it's a case of "locking the stable door..."
As an aside, we find that the emailed notice that restoration is complete is not coming through. Has anyone else seen that? If you do get the notification, can you advise what the sender's email address and / or the subject are? I want to make sure these are whitelisted. (The customer has a very restrictive email policy, although I don't see anything in SPAM either.) Currently, it looks like we will have to kick of the restore and then set a reminder to check back after 4 hours.... 😲 

Hi Paul,

Any pearls of wisdom are not possible when the limits are low and not configurable :-) Didn't find a reference anywhere with that limit of 100 restores can be increased on the Org level. 

A thought: Maybe it is a good opportunity to revisit the arching policy with your customer based on a fair usage policy based on the license level and subscription type and adjust (or completely) disable archiving. 

Thanks,
 

Hi,
OK, so before I begin, I am not optimistic that there is a solution to this, but heh - maybe someone will surprise me!
I have a customer that has their recordings set to archive after a period of time. The are being hit with an audit and will need to retrieve some of those recordings. The issue is that in testing, it seems that archived recordings take approximately 4 hours to restore. (The UI as well as the docs simply refer to a timeframe in the hours)
What we would like is to be able to restore them more quickly.
Now, I suspect that the issue is actually with AWS and that Genesys is using Glacier Deep Archive, but I don't know that for certain.
One idea we had was to write a script to restore everything within the targeted timeframe, but the docs say there is a limit of 100 restores in place at a time, so...
Anyone else faced this issue? Got any pearls of wisdom to offer?
TIA