Plan requirement
| Subscription | UC-Essential or higher |
Recordings are kept for a set period and then deleted, and running out of storage deletes them earlier than that.
What you have by default
Without any extra storage, a system comes with 5 GB and a retention period of three months. Storage and retention travel together: how long you may keep recordings depends on how much storage you hold.
- Default: up to three months.
- One storage bundle: up to a year, and a year is what it is set to.
- More than one: up to ten years, still set to a year until you change it.
It also goes the other way. The period can be shortened to three weeks, two weeks, one week or three days. That helps if you record for quality checks and would rather not hold the audio any longer than that.
Each bundle adds 10 GB, and several bundles are worth more than their sum: two or three multiply the total, and more than four multiply it considerably further. If you are close to the edge, ask us to work out the jump rather than assuming it is linear.
Voicemail has a second setting that can strand it. Delete voicemail after, under call and chat history, controls how long the details about a voicemail are kept, and the message cannot be opened without them. Set it shorter than your retention period and you are left with audio nobody can reach. It has to be equal to or longer.
It is not one setting for everything
Retention is configured per type of file rather than as a single number, so recordings, voicemail and transcriptions can each have their own period. It applies to the whole account, though: there is no way to give one team longer than another, or to exempt particular calls. If some conversations need keeping longer than the rest, export them before the deadline.
The clean-up runs overnight, so a change does not take effect the moment you make it.
Choosing a period
Longer is not automatically better. Recordings are personal data, and keeping them beyond the reason you collected them is its own problem.
Training needs weeks. A dispute needs as long as a dispute takes. Compliance in a regulated sector may set the number for you. Decide from the reason rather than from the storage.
Storage runs out
Recordings take space, and when the space is gone the system deletes older ones to stay running. That happens before the retention period expires, which is the surprising part: you can lose a recording you thought you had another month of.
WMS shows how long your data is expected to last, worked out from how fast you are filling the space. It is a rough figure and it will not tell you anything more precise than "less than one month" at the bottom end, which is itself the signal to act.
The margin worth having
Keep one bundle more than you are using. That gap is what stands between a busy quarter and the system quietly deleting evidence you wanted.
open a ticket to change the retention period or add storage, and we will tell you what you are currently using.
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