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Overview

Data management policies are very powerful tools for automated data management. Administrators can define rules that execute various actions based on customizable filtering criteria. The policies are executed by the Verba Storage Management Service and/or the Verba Import Service on either Verba Recording servers or Media Repositories.

Policy execution is turned off by default, it has to be enabled in the server configuration.

The system supports  the following data management policy types:

TypePoliciesDescriptionExecuted OnExecuted By

Data Retention

Upload

Moves conversation related files (media, metadata file, etc.) from the Recording Servers to the configured storage target.

Recording Server

or Media Repository / Application Server

Storage Management Service
Archive in DB and Move MediaMoves database records to the archive table to reduce database load and moves conversation related files to the configured storage target.Media Repository / Application ServerStorage Management Service
Archive in DBMoves database records to the archive table to reduce database load.Media Repository / Application ServerStorage Management Service
Move MediaMoves conversation related files to the configured storage target.Media Repository / Application ServerStorage Management Service
Copy MediaCopies conversation related files to the configured storage target and keeps the original copies. Recommended for moving data from a WORM storage target where records are still under retention and cannot be deleted (or moved) to another storage target.Media Repository / Application ServerStorage Management Service
DeleteDeletes all conversation data including database records and related files on the storage target. Generally, it is not recommended to use the delete policy for data retention, instead, the Data retention configuration should be used.Media Repository / Application ServerStorage Management Service
File VerificationVerifies the existence of conversation related files on the storage targets.Media Repository / Application ServerStorage Management Service
Increase Retention PeriodIncreases the data retention period for the conversations.Media Repository / Application ServerStorage Management Service
Delete Communication Policy EventsDeletes the communication policy events (ethical wall audit log).Media Repository / Application ServerStorage Management Service
Deduplicate RecordingsDeduplicates recordings for certain integrations in case of 2N recording.Media Repository / Application ServerStorage Management Service
ExportExports conversations to the configured export target

Media Repository / Application Server

or Recording Server (Direct Export)

Storage Management Service

Data Processing

Encrypt and Sign

Encrypts and/or signs conversation related files.

Recording Server

or Media Repository / Application Server

Storage Management Service
Voice Quality CheckChecks voice quality on audio and video recordings.Recording Server
or Media Repository / Application Server
Storage Management Service
TranscodeTranscodes audio or video files to different formats.Media Repository / Application ServerStorage Management Service
TranscriptionTranscribes audio conversations.

Speech Analytics Server

or Media Repository / Application Server

Speech Analytics Service

Data Import

Data Import

Imports different data into the system

Recording Server
or Media Repository / Application Server
Import Service

Enabling data management and processing policy execution on servers

Configured data management policies have to be enabled in the Verba Storage Management Service in order to run them. Please follow the steps below to enable the feature:

Step 1 - Login to the web interface with System administrator rights.

Step 2 - Navigate to the Configuration / Servers menu item and select the Media Repository server (or Single server) from the list.

Step 3 - Click on the Change Configuration Settings tab and find the Storage Management / Data Retention section.

Step 4 - Set the Enabled setting to Yes.

Step 5 - Configure the Schedule setting.

Step 6 - Save the changes by clicking on the  icon.

Step 7 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.

For further information on the configuration settings, check Storage management settings.

Enabling data import policy execution on servers

Step 1 - Login to the web interface with System administrator rights.

Step 2 - Navigate to the Configuration / Servers menu item and select the Media Repository server (or Single server) from the list.

Step 3 - Go to the Service Activation tab, then activate the Verba Import Service by clicking on the  icon.

Step 4 - Go to the Change Configuration Settings tab, configure the schedule settings under the CDR and Archived Content Importer \ CDR Import and Archive Import nodes.

Step 5 - Save the changes by clicking on the  icon.

Step 6 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.

Step 7 - Click on the Service Control tab.

Step 8 - Start the Verba Import Service by clicking on the  icon.

For further information on the configuration settings, check CDR and Archived Content Importer settings.

Configuring data management policies

Find and list data management policies

Select the Data management / Data Management Policies menu item. You can use the search form below the title, to filter data retention policies: just select your filter and click Find.

When you click on a policy (or the Add New Data Management Policy button to create a new one), the Data Management Policy Configuration page opens.

Creating a data management policy

You can create a new data retention policy by clicking on the Add New Data Management Policy link on the Administration / Data Management Policies page. After selecting the link, the following page is opened.

The following table describes the policy settings that are common for all types of policies:

Setting

Description

Requirements

Name

The name of the data management policy.

Required field.
Minimum length: 3
Maximum length: 256
Must be unique in the system.

EnabledIndicates whether the policy is enabled or disabled. Only enabled policies are executed.Required field.
PriorityDefines the execution order of the policies. This should be an integer number. Higher priority policies are processed first if multiple policies apply to the same call.Required field.
Action

Defines the policy action. Some of the configuration options are only available with certain actions. The layout of the configuration page changes based on the selected action.

For more information on each of the actions and their specific configuration options refer to the individual description pages.

Required field.

Next, by adding filtering criteria, you will need to define the calls the policy should apply to.

Adding Data Management Filtering criteria

You can configure a filter that defines what calls should be included in your data management policy.

  • Conversations Older than (not available for upload and phonetic index related policy actions): This filtering option defines the age of the calls. Only calls older than the defined value will be handled for the policy during execution.
  • Conversations more recent than (only available for phonetic index related actions): This filtering option defines the age of the calls. Only calls more recent than the defined value will be handled for the policy during execution.

Click on the + icon to add a new filtering option. You can add as many policies as you want. Multiple field filters are used with 'AND' operator.

The rest of the filtering options are based on various metadata or CDR (Call Detail Record) information that is stored in the database for each conversation. The table below contains a list of potentially available filtering options including custom metadata fields.

CategoryFieldDescription
ParticipantsFromThe number of the caller party in the conversation
From InfoThe number of the called party in the conversation
From (digits)The number of digits in the phone number of the initiator of the conversation
From Device IDThe Device ID of the initiator of the conversation
From IPThe IP address of the caller party in the conversation
ToThe name of the caller party in the conversation
To InfoThe name of the called party in the conversation
To (digits)The number of digits in the phone number of the target of the conversation
To Device IDThe Device ID of the target of the conversation
To IPThe IP address of the called party in the conversation
Both To or FromThe number of any party participating in the conversation
Both To or From InfoThe name of any party participating in the conversation
Dialed NumberThe original dialed number
UserThe user associated with the conversation based on the extension configuration
User LocationThe location of the user, defined in the user configuration
ExtensionThe extension numbers in a conversation, a selection list of the configured extensions, otherwise similar to the 'Any party number' field below
GroupThe group where a conversation belongs to based on the users associated with the conversations
User IDThe User/Agent/Trader ID obtained from the recorded platform
DetailsStart Time (UTC)The start time of the conversation in UTC timezone
Recent Than

Only conversations selected where the start time is recent than the defined value.

Make sure it is not used with a recurring schedule, otherwise conversations can be skipped if the defined value is close to the recurring period.

DirectionThe direction of the conversation (e.g. internal, inbound, outbound, etc.)
End CauseThe end cause of the conversation (e.g. normal, hold, transfer, etc.)
Duration IntervalThe length of the conversation
Conversation Type

The type of conversation. Available options:

  • Voice
  • Video
  • Instant Messaging
  • SMS
  • Desktop Screen
  • Screen & Application Share (Lync/SfB)
  • Whiteboard (Lync/SfB)
  • Poll / Q&A (Lync/SfB)
  • File Share (Lync/SfB)
Forward ReasonThe forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)
On-demandDefines whether a call was recorded as on-demand
Marked for recordingDefines whether an on-demand conversation was marked for recording
ProtectedDefines whether the conversation is protected
LabelThe labels added to the conversation
CaseThe cases containing the conversation
Encrypted with CertificateThe certificate used to encrypt the conversation
Signed with CertificateThe certificate used to sign the conversation
Quality Management Scorecard exitsChecks if there is a Quality Management Scorecard assigned to the conversation
AnalyticsSilence ratioThe silence ratio in a conversation
Talkover ratioThe talkover ratio of the conversation
Longest SilenceThe longest silence present in a conversation
TechnicalRecording ServerThe hostname of the server that recorded the conversation
Media file nameThe name of the stored media file
Storage targetThe current storage location of the media file(s)
Source PlatformDefines which telephony / unified communications system the conversation was recorded on (Cisco, Sfb, Avaya, etc.)
SecondaryDefines whether the conversation is recorded on a server marked as secondary (using 2N / duplicate recording)
CDR/Media RecordDefines whether the conversation is a Standard, CDR-Only or Media-Only record. CDR-Only and Media-Only records are used for trader voice recording.
Elapsed Time Since Transcoding (UTC)The time elapsed since transcoding in UTC timezone
Time of Transcode (UTC)The date and time of transcoding in UTC timezone
Metadata FieldsCustom Metadata FieldsCustom metadata fields configured in the system, the list of available fields might vary depending on the integration configured and the metadata templates added

 

 

If you do not want a Delete policy to delete protected conversations, you have to explicitly add a 'Protected' = 'No' filter.
After filling out the form, click the Save button to save the data retention policy into the database.

Custom Schedules

You can set up a custom schedule for each policy.


Under Period Settings you can configure the frequency, by clicking on the  button at the end of the line.
The Configuration Wizard will appear, here you can set the desired value.
 

If you leave the Custom Schedule option unchecked, then the central settings will take effect.
By setting a custom schedule, you overwrite the central configuration for this policy.

Modifying and deleting data management policies

To edit a data retention entry, you have to click on the desired row of the list showing registered data management policies. After clicking on the row, a new page opens automatically. 

To make changes effective, push the Save button. All conditions, which are described in the previous part, have to be met.

You can delete the data management policy by clicking on the Delete button.

Alerts

The system raises alerts related to data management policies in the following cases:

  • policy execution failed
  • policy execution finished
  • data management policy is created, updated or deleted.

For more information, see Alerts.

Audit log

The system automatically creates audit logs during policy execution which contains record-level information about the executed action. For more information, see Data management policy audit log.

 

 

 
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