we are using Cisco QM for voice recording in our Contact center and getting following error .
QM2000 Message: The Quality Management FTS service on 10.1.61.10 has less than 1,048,576,000 MB of free hard drive space left. Action: Change configuration to use less hard drive space or upgrade to increase available space. Date: February 03 2014 12:24 PM
The retention period for recorded calls is specified at the workflow level. The age of a call is based on the day the call was recorded. This value is not updated by any actions performed on the contact. Teams assigned to a workflow will share the same retention period. For example, two teams associated with one workflow might handle calls that require call recordings to be kept for 7 years. A team associated with another workflow might handle calls that require call recordings to be kept for only a year.
The length of time that quality management recordings are retained and configured is under the Quality Management > Workflows node and the length of time archive recordings are retained and configured is under the Archive > Workflows node.
Quality Management observes the following rules when determining retention time.
Every quality management workflow has individual retention periods for HR, Scored, Tagged, Training, and Unscored calls.
Every archive workflow has individual retention periods for Archive and Tagged calls.
Different calls might be retained for different retention periods, depending on the workflow retention period assigned to the call.
If a call is marked as Tagged, the screen recording file will be deleted at the end of the quality management Tagged retention time. The audio file will be deleted at the end of the longer retention time for either the quality management Tagged or archived Tagged retention time. Quality Management deletes metadata associated with a call when the longest of the quality management Tagged, archived Tagged, or metadata retention times is reached. By default, call data is stored for 13 months.
The following example shows how Quality Management handles Tagged retention when both archive and quality workflows exist:
A contact is recorded for both quality management and archiving. It is also marked as Tagged by the user.
- Quality management Scored retention time is two months
- Quality management Tagged retention time is 6 months
- Archive retention time is one year
- Metadata retention time is thirteen months
- Archive Tagged retention time is ten years
After 6 months, the screen recording is deleted and is no longer available.
After ten years, the audio recording and metadata are deleted and no longer available.
Applications in Workforce Optimization where you can access the data
For 6 months
For 10 years
For 13 months
When upgrading from 2.7(1) or lower, all existing workflows will be assigned the retention periods configured before the upgrade. After upgrading to 8.5, you can change these retention periods for each workflow. The retention periods can be modified under the Quality Management > Workflows and Archive > Workflows nodes in Quality Management Administrator after the upgrade is complete. Calls recorded before the upgrade are also assigned retention periods configured before the upgrade. However, the retention periods for these calls cannot be changed.
A quality management workflow retention period is assigned at the End of Day (EOD).
Every day at the time set in the Database Cleanup Time field in the Upload Settings window (see Upload Settings), the database cleanup utility deletes recordings whose retention period has expired.
Once the retention period is assigned to a call, the call’s retention period can only be changed by changing the retention times in the workflow in which the retention periods were originally assigned.
Note: It is important to remember that reducing a retention period after it has been set initially can result in the deletion of recordings, and that increasing a retention period will result in a larger use of storage space. Changing these values should be considered carefully.
Once the retention period is assigned to a call, the call’s retention period will not be changed if a team is moved from one workflow to another workflow. Subsequent calls associated with the new workflow will use the retention period assigned to the new workflow.
When you delete a workflow, any calls assigned to that workflow retains the last known retention times for the deleted workflow.
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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