The Contact Center platform needs to be configured to use the Cloud Storage Services. When enabled, you can manage your active and long-term file storage settings and rules in the Contact Center platform. NOTE:
When enabled, the data will be kept on the Active Storage at default. no change to the storage will happen until you set up the File Storage Rule
There will be 2 reports under Disk Usage tab which summarizes the storage and/or retrieval by peak:
1. Disk Storage
- shows the peak disk usage for the selected date range for the data that have not been moved to the Active Storage. Billed at the regular data storage charge. Data on this storage cannot be moved to Active Storage.
2. AWS Storage
1. In the ACD module, click Retention > File Storage Settings.2. Click Edit to change the current setting.
3. For Active Storage, select an Action from the drop-down:
|• Archive - to set the number of days to keep the data on Active Storage before being transferred to the Long-Term Storage.|| |
|• Delete - to set the number of days to keep the data before being deleted from the Active Storage. Deleted files can not be retrieved.||TTL Only|
|• Keep (default setup) - data will be kept on the Contact Center Storage which may cause data to file up that may result in additional storage cost. || |
|• Move to Secure External Access - Moves the files to Secure External Access (SEA) after reaching the set number of days. SEA allows you to move the files to your own internal storage or server. This action does not leave a copy in cloud storage, and the files are automatically deleted from SEA after 30 days if you have not already moved them.|| |
Optional: Copy to Secure External Access - to set the number of days before the system makes a copy of the files and sends those copies to SEA so you can pull them to your own internal storage. These copied files are automatically deleted from SEA after 30 days if you have not already moved them. The original files still follow the rules you set to keep, archive, delete, or move. The 'After(# of days)' value for an action must be greater than the 'After (# of days)' value for the 'Copy to Secure External Access'. For example, you cannot delete a file after 15 days, but copy the file after 30 days.
4. For Long-Term Storage, select an Action from the drop-down:
• Delete - to set the number of days to keep the data before being deleted from the Long-Term Storage. Deleted files can not be retrieved.
• Keep (default setup) - data will be kept on the Contact Center Storage which may cause data to file up that may result to additional storage cost.
5. Click Done to apply and save the storage settings. Settings apply to files from that point on and are not retroactive (that is, changes will not affect recording made previously).
Sample Storage Rule
• Move data after 30 days from Active Storage to Long-Term Storage
• Copy data after 25 days from Active Storage to SEA
• Delete data after 360 days from Long-Term Storage
Long-term storage requires a retrieval process which makes files available in 3-5 hours. It is best suited for files that you need to retain for some period of time, but anticipate needing less frequently.
1. In the ACD module, click Retention > File Retrieval.
2. Click Create New.
3. Enter required information and any other information available that will help lessen the data being retrieved. There may be a charge for file retrieval. For more information on pricing for file storage or retrieval, contact your RingCentral account manager or customer success manager.
• Retrieval Batch Name* - Enter any unique, descriptive name for the set of files you want to retrieve.
• Contact ID - Enter a contact ID to retrieve records associated with that ID.
• Date Range From - Defines the starting point of a period from which you want to retrieve recordings. You can manually enter a date or use the date picker to select from a calendar. When you click in the field to the right of the date picker icon, a drop-down appears so you can select a time.
• Date Range To - Defines the ending point of a period from which you want to retrieve recordings. You can manually enter a date or use the date picker to select from a calendar. When you click in the field to the right of the date picker icon, a drop-down appears so you can select a time.
• Included File Types* - Defines the type of files you want to retrieve. You can select a checkbox to retrieve Call Recordings, Screen Recordings (if applicable), or both. At least one type is required.
• Skills, Agents, Teams, or Groups - Allows you to limit the retrieval request to specific entities within one or more of these categories by clicking the Add icon (indicated by a green +) for the category you want to use. You can select one or more entities in the Available column and move them to the Selected column by clicking the single > icon. Clicking the double >> icon allows you to include all entities in the category. You can control whether inactive entities appear in the Available column by selecting or clearing the Hide Inactive checkbox. When you are finished making selections for a category, clicking Done applies your selections to the retrieval request.
• DNIS - Allows you to retrieve files based on a specific DNIS.
• ANI - Allows you to retrieve files based on a specific ANI.
• Batch Storage Rules has two rows:
• Action - Return to long-term storage (default setup)
• Action Occurs On* - Allows you to specify when the retrieved files will be returned to long-term storage, and thus no longer be available for immediate use. You can manually enter a date or use the date picker to select from a calendar.
4. Click Next to continue with the retrieval process of Save Draft to save the retrieval request and return to it later.
• After clicking Next, the system will show the number and size of the files of the retrieval request based on the criteria entered. Click Retrieve Files to complete the request, Save Draft to save it and return to it later or Discard Change to cancel the file retrieval.
• If Save Draft is selected, the draft will be saved as a list under File Retrieval with a Status as Draft. Click on the draft, then next, and finally Retrieve Files to complete the retrieval.
• The Status will change to “Pending” when File Retrieval is completed.
Contact Center Storage Services Usage Report
1. In the Reporting module, click Prebuilt Reports > Billing.
2. Select the date range then click Apply Options.
3. Click on Disk Usage tab. There are two (2) buttons:
• Disk Storage - shows the peak disk usage for the selected date range for the data that have not been moved to the Active Storage. Billed at the regular data store charge. Data on this storage can not be moved to Active Storage
○ 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 the Contact Center Internal-Hosted FTP servers.
• AWS - This will show data if the RingCentral Cloud Storage Services is enabled on the Contact Center platform.
○ Active represents short-term file storage optimized for quick searching and rapid access. To access the files, click on Admin>Folders & Files>Browse File. Billed at the regular data storage charge.
○ Long-term represents cost-effective long-term storage for file archiving requirements.
○ Long-term retrieval represents the number of gigabytes used for retrieving files from long-term storage