Tools
- DarkLight
Tools
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
The Tools menu includes the Call Recording module and the Purge and Archive module.
Call Recording Module:
This module allows users to search for and access the recordings of each connected call.
The recordings are populated in batches, each containing the recordings of calls made during the time when the Agent's state changes from available to not available.
Note:
Outbound calls that use only Nexmo and Amazon Chime can be recorded. The recording utility is not available for calls dialed out using the Native Amazon Connect dialer.
Purge and Archive Module: The Purge and Archive utility assists users in automatically removing data files from databases, eliminating the need for manual work. When data is purged from a database, it is permanently deleted and cannot be recovered.
As application usage increases, the database size can grow exponentially, leading to potential performance issues. To mitigate this, having a robust data retention plan is essential. The Purge and Archive utility supports this by helping you manage database size efficiently. You can either purge data directly from your databases or choose to archive the purged data.
Amazon S3 Bucket or Shared Drive:
Data is stored as a Comma-Separated Value (CSV) file.
The file-naming convention is <TableName>_<PurgeDate in YYYYMMDD format>. For example, AuditTrail_20210326.
Another MS SQL Database:
Create a database on MS SQL.
Use this database name to configure the archive settings.
Call Recording Configuration
Basic Search
Basic Search allows you to search the call recordings based on the Campaign Group, Agent, Campaign and Time.
Go to Tools > Call Recording > Basic Search. Select a period for which you want to search call recordings from Today, Yesterday, This Week, and This Month. Select the Custom to describe a selective time period.
Select the Campaign Group to access the call recordings of a definite Campaign Group.
Select the Agent from to access the recordings specific to an agent.
Select the Campaign to access the recordings specific to a Campaign.
Note:
Campaign is a mandatory field.
Click SHOW ALL CALL RECORDINGS to view all the call recordings corresponding to the specified search criteria.
Advance Search
Advance Search allows you to search the call recordings based on the Campaign Group, Agent, Campaign, Business fields, Time and Call duration. This search allows you to search the call recordings with more specific input. This helps to narrow down the search and offers a more specific result.
Go to Tools > Call Recording > Advance Search. Select a period for which you want to search call recordings from Today, Yesterday, This Week, and This Month. Select the Custom to describe a selective time period.
Select the Campaign Group to access the call recordings of a definite Campaign Group.
Select the Agent from to access the recordings specific to an agent.
Select the Campaign to access the recordings specific to a Campaign.
Note:
Campaign is a mandatory field.
Select the Time Zone, Business Fields, and Call Duration to search a specific call recording.
Click SHOW ALL CALL RECORDINGS to view all the call recordings corresponding to the specified search criteria.
Purge And Archive Settings
Go to the Settings and make sure that the Purge is set to On. Users cannot turn this OFF.
Set the Archive switch to OFF if you do not want the purged data to be archived.
Note:
If you turn the Archive switch OFF, the utility removes the purged data permanently from the database. You will not be able to access purged data.
Select the appropriate Archive Type. For more information, see Archive Type.
Select a Schedule for the purge activity from Daily, Weekly, and Monthly.
Daily: The application purges the database at the configured start and end times once daily.
Note:
If you choose the Daily schedule, complete the Excluded Days field - this is optional.
Weekly: The application purges the database at the configured start and end times once a week. If you select this run type, select a Day of Week to purge the database.
Monthly: The application configures the database at the configured time once a month. If you select this option, you can select End of Month to purge the data on the last calendar day of the month between the configured start and end times. If you want the purge to happen on a specific date every month, choose the Date option and select a date for the purge activity.
Note:
If you select the Date option and select any date that is not applicable for a specific month, the purge activity is skipped for that month. For example, if you choose 30 as the date, purge activity is skipped for February.
Select a Start Time for the purge activity.
Select an End Time for the purge activity. The purge activity ends at the configured end time, even if there are records pending purge. These residual records are taken up for purging at the next scheduled purge time.
Select the Excluded Days. Using the Excluded Days field, you can configure the days of the week when you do not want the application to perform the Purge (or Purge and Archive) activity. This helps retain the data for purge-excluded days. This is an optional field.
Click Save.
Table Groups
Table Groups is the section where all transactional tables (only those eligible for purging) are listed. The Core and Reporting tables are displayed in separate tabs. The purge utility lists available tables in both the Core and Reporting sections. If any table or field is added or deleted in a future patch, the patch installer handles these changes automatically, eliminating the need for manual intervention.
However, changes in data type (e.g., from int to varchar) and field resizing are not managed by the purge and archive utility. In such cases, you need to manually run a script in the Archive database, provided by the Services Team. This script adjusts the data type before the next scheduled purge activity.
Table Group Displays the Following Parameters:
Field | Description |
Table Name | Name of the table that is available for purge. The table icon before the table name is in orange if it is a user-defined table and gray if it is a system table. You cannot disable Purge for a system table - the purge process is mandatory as per your configuration. |
Description | Description of the data stored in the table. |
Retention Days | Number of days to retain the data in the specific table. The purge and archive utility purges data older than the number of retention days configured here. For example, if you have configured 100 days, data older than 100 days is purged (and archived, if configured). The purged and archived data is not available for any use (reporting or others) once it is removed from the database table. If you configure 0 (zero) days as Retention, all records residing in the database at the configured purge window are removed from the database. The table group comes with a default retention days’ value of 365 days. |
Archive | If you have chosen to archive your data in the common Settings section, you can choose not to archive specific tables here. If you have chosen NOT to archive your data in the common Settings section, turning the Archive switch ON in this section will not archive the table data. |
Purge | You have no option to turn off purge under the common Settings section. You can still choose not to purge data from certain tables. Turn the Purge switch OFF (for the specific table) for specific tables. This ensures data in this table is not purged even if older than the Retention Days defined. |
Archive Retention Days | This is the number of days of retention of the archived data. This is different from the Retention Days in Sl. No. 3 above. For example, if you have mentioned 365 days’ data to be retained, that data is retained. The Archive Retention Days retains this backed-up data for the number of days specified. |
Archive Purge | Turn this switch ON if you desire to purge the ‘archived’ data after the Archive Retention Days. |
Actions | It allows you to edit Retention Days, turn OFF or ON archiving and/or purging, change Archive Retention Days, and turn ON/OFF Archive Purge. Click Save in the Edit Mode to save your changes or cancel to revert the changes. |
Process Monitoring
Process Monitoring section of the Purge & Archive utility shows the progress of the purge and archive activity.
Field | Description |
Type | Type of table being purged, that is, Core or Reporting. |
Activity Start Time | Start time for the purge and archive activity. |
Activity End Time | End time of the purge and archive activity. |
Status | Purge status: Paused indicates that the purge and archive activity is paused due to the configured end time being reached. This status also indicates that the purge and archive activity is not complete - there are residual records to be purged and archived. The activity starts afresh at the next configured start time and purges the records that are older as per the configured Retention Days. Success indicates all records are successfully purged (and archived, if configured). Failed indicates that the purge or archive utility has failed. Refer the PurgeArchive component logs to troubleshoot. |
Records Affected | Number of records purged (and archived, if configured) as part of this purge activity. If the number of records in a table are very large, the purge and archive utility perform the activity batch wise, with each batch containing a pre-configured number of records at a time. This number is specified in the PurgeBatchSize property of the PurgeArchive web.config file. |
Status Details |
|
In Progress | Assume there are 50,000 records in a table. The records are purged in 5 iterations of 10,000 each. Till the last iteration is complete and all the records are purged, the In Progress status is shown. |
Success | If there are 50,000 records in a table, and all the records are purged (all iterations), then the status is Success. |
Paused | A table contains 50,000 records and requires 5 iterations of 10,000 records each to be purged. The first three iterations are complete. At the configured end time, the purge activity is stopped when the fourth set is being purged. The status is marked as Paused. The residual 20,000 records are purged when the next purge activity commence time is reached. |
Failure | A table contains 50,000 records and is being purged in five iterations of 10,000 each. If the first iteration is a success, and the second iteration fails due to some reason (database error, for example), the purge activity is marked as Failure. Refer the logs and troubleshoot. |
Was this article helpful?