Schedule contact recovery requests

NOTE   This is a new feature that is not yet generally available.

The Schedule Recovery Request page helps recover missing or incomplete interactions caused by outages, configuration issues, processing delays, and other issues. It provides visibility into the status, progress, and results of all recovery requests. Two recovery methods are supported.

  • Manual recovery is initiated by the user from the Schedule Recovery Request page. You can request recoveries for specific time ranges and channels. Manual recovery should be used when automated recovery does not restore expected recordings. Manual recovery supports immediate or off-peak recovery.

    Each user can have up to five pending manual recovery requests. If the limit is reached, you must wait for existing requests to be completed, canceled, or deleted. You cannot preemptively schedule recoveries for future dates.

  • Automated recovery is system-initiated. It cannot be configured from the Schedule Recovery Request page. Automated recovery operates based on a predefined off-peak schedule for your region to reduce system impact during your busiest times. Automated recovery is run within twelve hours of recordings being completed. The system-initiated automated recovery schedule is listed below. To convert UTC time to your local time, use the converter here: UTC Time Zone Converter.

    • Australia (aus.calabriocloud.com)—10:30 AM UTC
    • Canada (ca.calabriocloud.com)—2:00 AM UTC
    • Europe 1 (eu.calabriocloud.com)—10:00 PM UTC
    • Europe 2 (eu2.calabriocloud.com)—10:00 PM UTC
    • India (in1.calabriocloud.com)—6:30 PM UTC
    • Middle East (ae1.calabriocloud.com)—9:30 PM UTC
    • Singapore (sgp.calabriocloud.com)—4:00 PM UTC
    • United Kingdom 1 (uk.calabriocloud.com)—5:00 PM UTC
    • United States 1 (calabriocloud.com)—3:30 AM UTC
    • United States 2 (uswest2.calabriocloud.com)—3:30 AM UTC
    • United States 3 (us3.calabriocloud.com)—3:30 AM UTC
    • United States 4 (us4.calabriocloud.com)—3:30 AM UTC
    • United States 5 (us5.calabriocloud.com)—3:30 AM UTC
    • United States 6 (us6.calabriocloud.com)—3:30 AM UTC

Prerequisites

  • This page is only available to Calabrio ONE Cloud users.

  • You must be a tenant administrator.

  • You must have an integration with Cisco Webex Contact Center 2.0.

  • The third-party platform integrated with Calabrio ONE is running, and the underlying issue that caused missing recordings has been resolved.

  • The recordings you want to recover are no more than 36 months old.

Page location

Application Management > System Configuration > Schedule Recovery Request

Procedures

Initiate a manual recovery request

  1. Fill out the following fields.

    Field Description

    Recording Type

    		 Select the source platform of the recordings you want to recover to ensure the system connects to the correct recording environment.
    Select ACD Server Select the ACD or the recording server that holds your account's recordings if your account uses a data server-based integration. If your organization uses a serverless platform, you can select a platform or realm. This field ties the recovery request to the correct backend system.
    Tenant Automatically populated based on your tenant account information.
    Recovery Type

    Immediate Recovery—Select to start the recovery process as soon as resources are available. This option is intended for urgent, short time ranges. You can start an immediate recovery within one hour of the interaction.
    Off-Peak recovery—Select to start the recovery process during off-peak hours which are configured by an administrator. It minimizes the impact during estimated peak system usage. You can start an off-peak recovery within twelve hours of the interaction.

    BEST PRACTICE   Use Immediate Recovery only for urgent, short gaps within the one-hour recovery window. Use Off‑Peak Recovery for larger ranges within the twelve-hour recovery window. Split large historical recoveries into multiple off‑peak requests. Avoid overlapping recovery requests where possible.
    Start Date & Time (UTC)

    NOTE   You must respect the immediate or off-peak constraints. Immediate recovery must be within the one-hour recovery window. Off-peak recovery must be within the twelve-hour recovery window.

    Specify the start date and time for the recovery. Ensure the range is not scheduled for a future date or time, is within the last 36 months, and meets the time frame limit based on the recovery type.

    End Date & Time (UTC)

    NOTE   You must respect the immediate or off-peak constraints. Immediate recovery must be within the one-hour recovery window. Off-peak recovery must be within the twelve-hour recovery window.

    Specify the end date and time for the recovery. Ensure the range is not scheduled for a future date or time, is within the last 36 months, and meets the duration limits based on the recovery type.

    Channel Types

    BEST PRACTICE   Narrowing the selection to only what's required can reduce processing time.

    Voice—Select to recover voice interactions.

    Digital (Chat, Email, SMS)—Select to recover chat, email, and SMS interactions.

    You can select Voice, Digital, or both.

  2. Click Submit Request. A dialog box opens that asks you to confirm the parameters of your request.

  3. Review and confirm the information in the dialog box, and then click OK to proceed.

View recovery status and recovery history

Click View Request Status to monitor recovery requests.

Selecting a request displays the following information.

  • Recovery type and request source (automated or manual)
  • Status history with timestamps
  • Request records
  • Error details (if the request failed)

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