Retrieve Files from Long-Term Storage

Required permissions: Long-term File Retrieval Edit, Create, or Delete

To retrieve files from long-term storage, you need to create a retrieval job request. File retrieval is a billable feature. To ensure that you are billed only for the files you need, use the filter options to narrow your list based on contact ID, ANI Also known as caller ID. Listed phone number of an incoming voice call., or DNIS The number dialed on inbound or outbound voice calls..

Retrieved files remain in active storage and accrue any applicable charges until the specified return date. For more information about billing for file retrieval, contact your account representative.

Chat and email files can be retrieved from long-term storage using the agent, team, and skill filters. Digital attachments and Interaction Analytics (CXone) report files can only be retrieved using the date range filter.

Best Practices for Retrieving Large Volumes of Files from Long-Term Storage

Retrieving large numbers of files from long-term storage requires careful planning. Very large retrieval jobs or overlapping retrieval requests can lead to processing issues, leaving files temporarily inaccessible or in an inconsistent state. Follow these best practices when planning large retrievals.

Recommended Practices

• Avoid extremely large retrieval jobs

  • Do not submit a single retrieval request containing a very high volume of files (for example, millions of files), as such requests are more likely to encounter processing issues.

• Split large retrievals into smaller requests

  • If you need to retrieve a large volume of files, divide the request into multiple smaller retrieval jobs instead of submitting a single large request.

• Stay within recommended limits

  • Submit no more than 50,000 files per retrieval job.

  • Set the Return to Long-Term Date at least three to four weeks after the submission date.

  • Follow this guidance especially when planning to retrieve more than 5,000 to 10,000 files in a single request.

• Avoid overlapping date ranges

  • Do not submit multiple retrieval requests that cover the same date ranges, as overlapping requests can cause file-state inconsistencies.

• Submit requests in batches

  • Limit submissions to five or six retrieval requests at a time.

  • Wait for a batch to complete before submitting additional requests.

• Avoid submitting and cancelling a request in quick succession

  • If you need to cancel a retrieval request, wait for its status to change from Pending to Processing before canceling it. This allows the request to begin processing and helps ensure that it is cancelled successfully.

  • Submitting and cancelling a request almost simultaneously may cause the request to appear as cancelled in the interface even though it has already started processing in the background.

  • Validation to prevent this timing issue is planned for an upcoming release.

Additional Considerations

Retrieve specific contacts when the criteria are known

• If you know the selection criteria but do not have the specific Contact IDs, share the criteria with NiCE CXone to obtain the list of Contact IDs instead of using a broad date range.

• Using specific Contact IDs makes retrieval requests more structured and easier to track.

Submit requests in controlled batches

• Submit no more than five or six retrieval requests at a time.

• Allow each batch to complete before submitting the next set of requests.

Review file count and volume before submission

• Review the number of files and the total volume in GB before submitting a retrieval request.

• Avoid submitting oversized requests to reduce processing impact.

Create a Retrieval Request

1. Click the app selector and select Admin.

2. Click Cloud Storage > Long-term File Retrieval. View the list of requests; the first page of results loads by default. Use the Next/Previous arrows or Page Numbers at the bottom to browse.

3. Optional, adjust the Items per page dropdown to change the view density.

4. Apply filters or sorting as usual; the pagination will update to reflect the filtered count.

5. Click New Retrieval.

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6. Enter a Batch Name for this request and select the date and time range that you want to retrieve files from. Enter Contact IDs only if you want to retrieve files associated with these particular contact IDs.
   Learn more about fields in this step

   Field	Details
   Batch Name	Enter a unique, descriptive name for the set of files you want to retrieve.
   Contact ID	Enter the ID of a specific contact. You can retrieve up to 10 files per batch by entering multiple contact IDs separated by commas. For example: 123456789012,987654321098,567890123456 If you see a special character error as you enter a comma, ignore it and continue adding contact IDs. As long as the field value ends with a contact ID and not a comma, you can submit the form.
   Date Range From	Enter or select the starting date of the period you want to retrieve files from. Ensure that the date and time ranges are correct. You cannot modify them after you save the retrieval request.
   Time	Enter or select a time to further limit the range you want to retrieve files from. Ensure that the date and time ranges are correct. You cannot modify them after you save the retrieval request.
   Date Range To	Enter or select the ending date of the period you want to retrieve files from. Ensure that the date and time ranges are correct. You cannot modify them after you save the retrieval request.

7. Under Batch Storage Rules in the Action Occurs on field, specify the date when you want the retrieved files to return to long-term storage. Retrieved files accrue any applicable charges while in active storage. Retrieved files accrue any applicable charges while in active storage. These charges are based on the return date to long-term storage.

   To avoid inconsistent file states, set the Return to Long-Term Storage Date at least 3 to 7 days after the request date, depending on the retrieval volume. Larger requests may require a longer interval to ensure all files are retrieved before they become eligible for return to long-term storage. Because the return process can begin at 00:00 (midnight) in the tenant's time zone, avoid using the immediate next day whenever possible.

8. Under File Type Criteria, select filter options to narrow the files that are retrieved.

   Learn more about fields in this step

   Field	Details
   Select Media Types	Select the type of files you want to retrieve. Choose from Call Recordings, Chat Transcripts, Digital, Email, or Screen Recordings. At least one type is required.
   DNIS/To Address	Enter the DNIS The number dialed on inbound or outbound voice calls. or To address to filter based on the recipient. You must prepend the number with +1 or +<countryCode> to see results. In some cases, you may need to prepend a \ to see results.
   ANI/From Address	Enter the ANI Also known as caller ID. Listed phone number of an incoming voice call. or From address to filter based on the sender. You must prepend the number with +1 or +<countryCode> to see results. In some cases, you may need to prepend a \ to see results.
   Skills	Select one or more skills from the drop-down list to limit your retrieval to those skills.
   Agents	Select one or more agents from the drop-down list to limit your retrieval to those agents.
   Teams	Select one or more teams from the drop-down list to limit your retrieval to those teams. If retrieving Recording Management (CXone) files, you cannot filter by team.

9. Click Next.
10. Review the number and size of the files of a retrieval request based on the criteria you entered, then click Retrieve Files to complete the request, or Save Draft to save and return to it later.

Cancel a File Retrieval Request

You can cancel file retrieval requests that are submitted by mistake. You can only cancel requests that haven't started processing yet. You cannot cancel a request after processing has started.

1. Click Cloud Storage > Long-Term File Retrieval.
2. Select the file retrieval request you want to cancel.
3. Click the three stacked dots icon > Terminate Retrieval.

4. Confirm you want to cancel the file retrieval request. The request is terminated.