SmartReach/LiveVox (SmartReach) stores your call recording files for a minimum of 3 days and a maximum of 15 days at no additional fee. However, you can extend the time that call recording files are stored for a nominal fee.
To request extended storage, contact the SmartReach 24-Hour Customer Care Line: (888) 477-3448 or submit a ticket through our Community platform at https://community.niceincontact.com/s/.
Info
To enhance the reliability and availability of call recordings, SmartReach cloud storage.
To view your standard call recording retention period, go to Configure > Services > Client > Settings tab > Retention Settings:
To verify that the Enhanced Call Recording Storage option is enabled for your portal, go to Configure > Services > Client > Billing > Recording.
Retention Period Settings
You can set the call recording retention period at the client level, service level, or both. You can request SmartReach to change the call recording retention period for a service, because this can vary from the client-level setting. When no retention period is set for a specific service, call recording follows the retention period set at the client level. If a service has a different retention period from the client-level setting, the system considers the service-level settings.
Client-Level Call Recording Retention Settings
To view the client-level call recording retention settings, go to Configure > Services > Client > Settings tab > Retention Settings:
You can view the following information. To modify the retention period, contact the SmartReach 24-Hour Customer Care Line: (888) 477-3448 or submit a ticket through our Community platform at https://community.niceincontact.com/s/.
| Field | Description |
|---|---|
| Days of Call Recordings | Displays the call recording retention information at the client and service levels. Updates to this setting are applied to existing and future call recordings. |
| Free days of call recording | Displays the number of days that you have selected to record. |
Service-Level Call Recording Retention Settings
To view the service-level call recording retention settings, go to Configure > Services > Services > Settings tab > Call Recording:
You can view or select values in the following fields.
| Field | Description |
|---|---|
| Call Recording Enabled | This is a view-only field. The selected checkbox indicates that all conversations with an agent logged in to the SmartReach Agent Desktop are recorded. |
| Call Recording Bitrate |
Select the audio resolution (kilobits per second).
|
| Record External Transfers | Select this checkbox to continue recording if a call is transferred to an external party until the call is terminated. If not selected, SmartReach ends the call recording when a call is transferred to an external party. |
| Days Of Call Recordings | This is a view-only field. If the field displays Select One, then the service follows the client-level configuration. |
What Happens after the Retention Period?
When a data file has exceeded the retention period, an automated lifecycle management application removes the file and its metadata from the SmartReach portal. Once the file is removed from the SmartReach portal, it is no longer accessible.
Archiving Call Recordings
SmartReach provides you with an option to archive your call recording files. The call recordings are encoded as mp3 files and stored in a password-protected zip file along with a CSV index file that contains metadata (agent, Result, etc.). Using this index file, you can search for specific call recordings. You can also download the call recordings from a secure (SFTP) server for up to 2 weeks. For more information, contact the LiveVox Customer Care Team.
Call Recording File Specifications
The standard call recording file type is the mp3 format, stereo sound with a 16-bit resolution. The audio codec and coder used by SmartReach to generate the call recording mp3 files are the following:
| Bitrate | 32bit, 8Khz, 16kbps |
| Codec | Mpeg audio layer 1/2 mpga |
| Library | Lame mp3 |