Retrieve Stored Files

When the files move to archive, they are not playable or accessible. To use the files, you need to retrieve the files from the archive, and then the files can be used for playback or download. While retrieving the files, you can specify the criteria for the files to be retrieved from the archive.

You can cancel file retrievals requests that are submitted by mistake. Cancellation of retrieval request will stop the retrieval of records which are not yet marked for processing.

Since retrieving the files is chargeable, it is recommended that you use a narrow search to retrieve only the relevant files. Also, ensure that you create a retrieval request for the correct period only, as you cannot edit the date specified in Action Occurs On once you submit the retrieval job. Retrieved files continue to remain in active storage till the specified return date. These retrieved files accrue the applicable charges for active storage till these files return to Long Term Storage.

Retrieve Stored Files

  1. Click the app selector and select Admin.

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

  3. Click New Retrieval.

    Storage File Retrieval

    Field Details
    Name Name of the File Retrieval Job as provided by the requester.
    Requester Username of the user who submitted the File Retrieval request.
    Date Date when the File Retrieval request was made.
    Return To Long Term The date when the files are expected to return to Long Term storage again from the active storage.
    # of Files Number of files that match the criteria of the file retrieval request.
    Total File Size Total combined size of the files that match the criteria of the file retrieval request.
    Status Current status of the file retrieval job.

  4. Enter the Retrieval Batch Name, Contact ID, Date Range, and Included File Types information for the retrieval.
    Storage File Retrieval

    Field

    Details

    Retrieval Batch NameEnter a unique, descriptive name for the set of files you want to retrieve.
    Contact IDEnter a contact ID to retrieve records associated with that ID.
    Date Range FromDefines the starting point of a period from which you want to retrieve recordings. Manually enter a date or use the date picker to select from a calendar. When you click in the field to the right of the date picker icon, a drop-down appears so you can select a time.
    Date Range ToDefines the ending point of a period from which you want to retrieve recordings. Manually enter a date or use the date picker to select from a calendar. When you click in the field to the right of the date picker icon, a drop-down appears so you can select a time.
    Included File TypesDefines the type of files you want to retrieve. Select a checkbox to retrieve Call Recordings, Chat Transcripts, Digital, Email, or Screen Recordings. At least one type is required.
  5. Optionally, to refine your search, Add specific skills, agents, or teams for the category you want to use. This allows you to limit the files retrieved based on entities in these categories.

    CXone Recording files stored in Cloud Storage Services before July 2019 can only be retrieved using the Date (Date Range From and Date Range To) filter or Contact ID. If you try limit the files using any other filters, you will retrieve 0 files. For retrieving calls recorded after July 2019, you can use any filter except the Teams filter.

    File Retrieval Select Skill

    Field

    Details

    Skills, Agents, or TeamsAllows you to limit the retrieval request to specific entities within one or more of these categories by clicking the Add icon (indicated by a green +) for the category you want to use. Select one or more entities in the Available column and move them to the Selected column by clicking the single > icon. Clicking the double >> icon allows you to include all entities in the category. Control whether inactive entities appear in the Available column by selecting or clearing the Hide Inactive checkbox. When you are finished making selections for a category, clicking Done applies your selections to the retrieval request. The Teams option is not currently available in CXone for the CXone Recording files.
  6. Optionally, enter a value in the DNIS or ANI fields to retrieve files specific to that value.
    FieldDetails
    DNISAllows you to retrieve files based on a specific 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..
    ANIAllows you to retrieve files based on a specific ANIClosed Also known as caller ID. Listed phone number of an incoming voice call..
  7. Under Batch Storage Rules, for Action Occurs On, enter a date manually or use the date selector (indicated by the calendar icon). This is the date when the files will be returned to long-term storage.

    Once the retrieval job is submitted, you cannot edit the date specified in Action Occurs On.

    FieldDetails
    Action Occurs OnAllows you to specify when the retrieved files will be returned to long-term storage, and thus no longer be available for immediate use. Manually enter a date or use the date picker to select from a calendar.

  8. Click Next.

  9. 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 it and return to it later.
    Storage File Retrieval Criteria

    Field

    Details

    Total FilesNumber of files that match the criteria of the file retrieval request on submission.
    Size of Batch (GBs)Total combined size of the files that match the criteria of the file retrieval request.

You may be charged for this long-term file retrieval. For more information on pricing for Life Cycle Management or retrieval, contact your account manager.

Cancel File Retrieval Request

You can cancel file retrievals requests that are submitted by mistake. Cancellation of retrieval request stops the retrieval of records which are not yet marked for processing.

  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.