04/29/19 19:23 PM  

RingCentral Contact Center: Data Storage Frequently Asked Questions

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SummaryRingCentral Contact Center: Data Storage FAQ

1. What is Data Storage?

Data Storage holds your contact center data and is the sum of the following in Gigabytes (GB):

• Call Recordings (stored in Call Logs directory)
• User-created Files (typically includes prompts, scripts, images, log files such as email and chat transcript, etc.)
• File Transfers (used on the Contact Center Internal FTP Server).

2. What are the Data Storage options for the RingCentral Contact Platform?

These are the Data Storage options for the RingCentral Contact Platform:

• Data are stored within the RingCentral Contact Center Platform - Recordings can be accessed through RingCentral Contact Center Contact Center Platform by going to the Contact History and clicking on the details to open up a window. Time-to-Live can be set-up to delete recordings after a certain number of days to reduce storage.

• Call Recordings are stored on a RingCentral Contact Center Internal FTP Server - Recordings are access through an FTP client using an FTP server, username and password. Recordings can be moved from the RingCentral Contact Center Platform to this RingCentral Contact Center Internal FTP Server so that recording can be pulled and moved to a different location to reduce storage.

• Call Recording are stored on RingCentral Contact Center Cloud Storage - Recordings are moved to this storage if there’s a business requirement to keep data for a long period of time and reduce storage cost. For more information, please see RingCentral Contact Center Cloud Storage Services

3. How do I access the Call Recordings and User-Created Files?

Log in to the Contact Center Platform.  In the ACD module, click Retention > Browse Files.

4. Do I need to manage data storage?

Yes. Each of your contact center user license is inclusive of 1 Gigabyte (GB) free data storage usage. You will be billed for Additional Data Storage if the total peak data storage usage exceeds the total inclusive data storage. Below are some examples:

No. of Contact Center User Licenses (in GB)
Total/Peak Data Storage (in GB)
Inclusive (Free) Data Storage (in GB)
Billable Data Storage (in GB)

5. How can I can reduce Data Storage Usage?

Depending on your business requirement here are the options that your account manager or customer success manager can give you more information on:

• Disable automatic call recording.
• Transfer the call recording out of the contact center data storage and move those to a different location by setting up File Transfer Protocol (FTP) and Time-to-Live (TTL). For more information, see Requesting FTP/TTL Configured.
• Regularly review user Created Files and delete those that are no longer needed.
• Enable and use RingCentral Contact Center Cloud Storage Services.

6. How can I can manage or review Data Storage Usage?

The Billing Report can show an administrator the billing costs associated with running the system. Here are the steps to validate the data storage usage on the account:

1.Log-in to RingCentral Contact Center platform and access the customer’s account.  
2. In the Reporting module, click Prebuilt Reports > Billing.
3. Choose a date range then click on “Apply Options”. Contact Center invoices are being billed by peak usage on a calendar month.  The “Start Date” and “End Date” on the invoice shows which calendar month is billed.   
4. Click on Disk Usage tab.

User-added image

• The green bar represents the peak of total disk usage for the date range.
Total Disk Usage represents the sum of File Transfers, Call Recordings, and User-created Files, in gigabytes.
• The dark gray bar represents the number of gigabytes used to store files created by the business unit; typically these files include prompts, scripts, images, log files, etc.
• The gray bar represents the number of gigabytes used for call recordings; stored in the CallLogs directory.
• The light gray bar represents the number of gigabytes used on NICE inContact FTP servers.

7. What are the FTP Options for Call recordings?

There are 2 ways that an FTP can be set-up:

1. FTP via System or Batch-move process. The batch-move process can be scheduled nightly or weekly. You need to specify the time-to-live (TTL) so files will be automatically deleted from the Contact Center Platform. This is set-up internally with two options:

• Set-up External FTP - provide the FTP host name with the username and password so the recording can be “pushed” to the external server.

NOTE: Please ensure that the customer is able to confirm that call recordings are seen on their External FTP before concluding that the issue or the request is resolved. 

• Set-up Internal Hosted FTP or Internal Hosted sFTP - we will provide you with URL, username and password where recordings can be managed.  You need these recordings pulled from the Internal Hosted FTP server and transferred/moved to another location.  Please note that the recordings in this Internal Hosted FTP server will still be part of the contact center data storage.  The files would need to be moved to a different data storage to reduce the data storage usage within the contact center platform.    

IMPORTANT: DO NOT FORGET that the customer should manage their own call recordings from the Internal Hosted sFTP or Internal Hosted FTP as it will add to their Disk Usage/Storage for that billing month. Also, once Call recording files are deleted on the Contact Center Platform (TTL has been applied), those can no longer be retrieved.
2. FTP via Studio. Call recordings can be copied immediately after the call recording completes Call recordings can be copied to an external FTP site or to a RingCentral Contact Center FTP site. If you don’t have anyone internal who can set this up in Studio, you need to contact your account manager to engage an implementations manager work on this.  


• Once Call recording files are deleted on the Contact Center Platform, those can no longer be retrieved.  
• Currently, we can’t guarantee that call recordings can be transferred to a customer’s SFTP/FTPS/FTPES. You may submit your requirements by submitting a case online. You may refer to RingCentral Contact Center: Manage Cases Online.

8 . What is FTP and SFTP?

The File Transfer Protocol (FTP) is a standard network protocol used to transfer computer files from one host to another host over a TCP-based network, such as the Internet. FTP is built on a client server architecture and uses separate control and data connections between the client and the server.  SFTP, on the other hand stands for SSH File Transfer Protocol, or Secure File Transfer Protocol, which is separate protocol packaged with Secure Shell (SSH) that works in a similar way over a secure connection. 

User-added image

NOTE: RingCentral Contact Center internal hosted FTP cannot push recordings to an SFTP server; you must pull your audio recordings from the FTP site. Here are a few FTP consideration:

○ Only call recordings can be sent via a batch process - no email, chat, or VM files
■ Files must be in the format below for the batch file to process:
Folder structure needs to be defined on the client side….otherwise timeouts are more likely.
○ TTL never applies to VM and EML files!
■ However, VM and EML files DO count toward storage fees!
○ Only way to get a chat transcript is through a REST API.  

Encryption is a way for clients to pull call recordings from the RingCentral Contact Center internal hosted FTP server in a encrypted/secure tunnel. To use this method the you must provide an SSH key that we will use to encrypt the transport of the audio files. This process is managed by the RingCentral Contact Center Team. You can send this information to your Account Manager or Customer Success Manager.

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