Stop the deletion of archived interactions

Certain scenarios can require that archived interactions be retained rather than deleted after a predetermined interval. The Override Expiry setting allows you to suspend temporarily the process of deletion on the Archive media.

The Override Expiry setting overrides the Retention Period setting in any Archive Drive that is associated with this media. Enabling the option prevents all interactions from being deleted from the time it is set. Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. are not deleted no matter what value is entered in the Retention Period setting in the drive definition.

Example: Archived interactions required for investigation

Customer complaints have triggered a regulatory investigation of an insurance company. The investigators have asked the company to provide interactions from the previous year that have been archived. The system administrator edits the media definition and selects the Override Expiry setting. This configuration prevents interactions on any drives defined with the media from being deleted. Once the investigation is complete, the system administrator can clear the setting, so interactions can be deleted at the configured interval.

Override expiry as a general setting

Setting the Override Expiry option can cause archived files to exceed the capacity of the media location. If you enable this feature, alarms are issued as a reminder to monitor the media.

Override expiry and the database

When Override Expiry is set on any media, call metadata is not purged from the database. Make sure that there is enough space for the database to grow.

Limitation

The Override expiry feature does not prevent manual deletion of TAR files from the media. This feature only stops the Archiver from automatically deleting the expired files. Users can still delete TAR files from the media manually. User can also use a script or another program to delete the TAR files from any media where Override Expiry is enabled.

Procedure

In Enterprise Manager, click Recording Management > Campaigns > Archive Media.
Select the existing media you want to change, then click Edit.
Select the Override Expiry check box.
Click Save.