Data management policies
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:
Type | Policies | Description | Executed On | Executed By |
|---|---|---|---|---|
Data Retention | 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 | |
Moves database records to the archive table to reduce database load and moves conversation related files to the configured storage target. | Media Repository / Application Server | Storage Management Service | ||
Moves database records to the archive table to reduce database load. | Media Repository / Application Server | Storage Management Service | ||
Moves conversation related files to the configured storage target. | Media Repository / Application Server | Storage Management Service | ||
Copies 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. It can also be used to dual archive recordings. | Media Repository / Application Server | Storage Management Service | ||
Deletes 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 Server | Storage Management Service | ||
Verifies the existence of conversation related files on the storage targets. | Media Repository / Application Server | Storage Management Service | ||
Increases the data retention period for the conversations. | Media Repository / Application Server | Storage Management Service | ||
Adjusts the retention of the Media-Only records to the retention of the referencing CDR-Only records. It is only recommended for Genesys Active REcording and BT IPTRade TPO based recording where the retention of the Media-Only records cannot be set based on the available metadata. | Media Repository / Application Server | Storage Management Service | ||
Deletes the communication policy events (ethical wall audit log). | Media Repository / Application Server | Storage Management Service | ||
Deduplicates recordings for certain integrations in the case of 2N recording. | Media Repository / Application Server | Storage Management Service | ||
Exports conversations to the configured export target | Media Repository / Application Server or Recording Server (Direct Export) | Storage Management Service | ||
Provides export functionality specified to Microsoft Teams Chat | Media Repository / Application Server | Storage Management Service | ||
Data Processing | Encrypts and/or signs conversation related files. | Recording Server or Media Repository / Application Server | Storage Management Service | |
Checks voice quality on audio and video recordings. | Recording Server | Storage Management Service | ||
Transcodes audio or video files to different formats. | Media Repository / Application Server | Storage Management Service | ||
Transcribes audio conversations. | Speech Analytics Server or Media Repository / Application Server | Speech Analytics Service | ||
Data Import | Imports different data into the system | Recording 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. |
Enabled | Indicates whether the policy is enabled or disabled. Only enabled policies are executed. | Required field. |
Priority | Defines 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.
Category | Field | Description |
|---|---|---|
Participants | From | The number of the caller party in the conversation |
From Info | The 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 ID | The Device ID of the initiator of the conversation | |
From IP | The IP address of the caller party in the conversation | |
To | The name of the caller party in the conversation | |
To Info | The 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 ID | The Device ID of the target of the conversation | |
To IP | The IP address of the called party in the conversation | |
Both To or From | The number of any party participating in the conversation | |
Both To or From Info | The name of any party participating in the conversation | |
Dialed Number | The original dialed number | |
User | The user associated with the conversation based on the extension configuration | |
User Location | The location of the user, defined in the user configuration | |
Extension | The extension numbers in a conversation, a selection list of the configured extensions, otherwise similar to the 'Any party number' field below | |
Group | The group where a conversation belongs to based on the users associated with the conversations | |
User ID | The User/Agent/Trader ID obtained from the recorded platform | |
Participating User | The user that participated in the conversation. (advanced instant message data only) | |
Participating User Location | The location of the user that participated in the conversation. (advanced instant message data only) | |
Participating Group | The group of the user that participated in the conversation. (advanced instant message data only) | |
Other Participant | Other users participated in the conversation. (advanced instant message data only) | |
Details | Start 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. | |
Direction | The direction of the conversation (e.g. internal, inbound, outbound, etc.) | |
End Cause | The end cause of the conversation (e.g. normal, hold, transfer, etc.) | |
Duration Interval | The length of the conversation | |
Conversation Type | The type of conversation. Available options:
| |
Instant Message Type | The type of IM conversation (Microsoft Teams only). Available options:
| |
Forward Reason | The forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) | |
On-demand | Defines whether a call was recorded as on-demand | |
Marked for recording | Defines whether an on-demand conversation was marked for recording | |
Protected | Defines whether the conversation is protected | |
Label | The labels added to the conversation | |
Case | The cases containing the conversation | |
Encrypted with Certificate | The certificate used to encrypt the conversation | |
Signed with Certificate | The certificate used to sign the conversation | |
Quality Management Scorecard exits | Checks if there is a Quality Management Scorecard assigned to the conversation | |
Analytics | Silence Ratio | The silence ratio in a conversation |
Talkover Ratio | The talkover ratio of the conversation | |
Longest Silence | The longest silence present in a conversation | |
Technical | Recording Server | The hostname of the server that recorded the conversation |
Media File Name | The name of the stored media file | |
Storage Target | The current storage location of the media file(s) | |
2nd Storage Target | The second storage location of the media file(s) in the case of dual archiving is enabled | |
Source Platform | Defines which telephony / unified communications system the conversation was recorded on (Cisco, Sfb, Avaya, etc.) | |
Secondary | Defines whether the conversation is recorded on a server marked as secondary (using 2N / duplicate recording) | |
CDR/Media Record | Defines 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 Fields | Custom Metadata Fields | Custom 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.