Retrieve Files from Long-Term Storage

This page is for Cloud Storage in AWS. If you use Cloud Storage in Azure, see the Azure storage section of the Cloud Storage Services online help.

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, ANIClosed Also known as caller ID. Listed phone number of an incoming voice call., or DNISClosed Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on 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 CXone Account Representative.

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

CXone Recording files stored in Cloud Storage Services before September 2020 can only be retrieved using the date filter or contact ID. For files stored after that date, you can use any filter except the Teams filter. For all other file types, you can use all filter options.

Create a Retrieval Request

  1. Click the app selector and select Admin.

  2. Click Cloud Storage > Long-term File Retrieval.

  3. Click New Retrieval.

    The Create File Retrieval Criteria page, showing the options for filtering a file retrieval request.

  4. 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.

    Field

    Details

    Batch NameEnter 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.

  5. 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.

    The process of return to long-term storage may initiate at the zero-hour. The time of initiation is based on the time zone of the tenant. To avoid this, you should use later dates instead of the immediate next date.

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

    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 DNISClosed Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on 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 ANIClosed 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 CXone Recording files, you cannot filter by team.
  7. Click Next.
  8. 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.