User Story
24x7 shop call centers, investment funds demand storing call recordings for more than two years while some e-commerce platform retrieve files via API daily and does not need to keep their records even for week.
Use Cases
Use case #1: End-User Account level
Roles: Administrator, End-User, System
Preconditions: End-User has an assigned VoIP number 160455 with enabled call recording.
Use scenario #1.1: Managed by Administrator only
Scenario:
Administrator overrides System default clean up period for End-User with VoIP number 160455 to 750 days.
System stores call recordings for calls made via 160455 during last 750 days.
System cleans up recordings older than 750 days.
Use scenario #1.2: Managed by End-Users
Scenario:
To avoid overcharges for space consumption, End-User overrides System default clean up period for End-User VoIP number 160455 to 30 days.
System stores call recordings for calls made via 160455 during last 30 days.
System cleans up recordings older than 30 days.
Use case #2: End-User Customer level
Roles: Administrator, End-User, System
Preconditions: End-User, as an office administrator of hosted IP PBX, has 100 assigned phone lines/extentions with enabled call recording.
Use scenario #2.1: Managed by Administrator only
Scenario:
Administrator overrides System default clean up period for all the lines of the office to 750 days.
System stores call recordings for calls made via these lines during last 750 days.
System cleans up recordings older than 750 days.
Use scenario #2.2: Managed by End-Users
Scenario:
To avoid overcharges for space consumption, End-User overrides System default clean up period for all the lines of the office to 30 days.
System stores call recordings for calls made via these lines during last 30 days.
System cleans up recordings older than 30 days.
Use case #3: End-User Reseller level
Roles: Administrator, End-User, System
Preconditions: End-User, as a reseller, has subcustomers with assigned phone lines/extentions with enabled call recording.
Use scenario #3.1: Managed by Administrator only
Scenario:
Administrator overrides System default clean up period for all the lines of subcustomers to 750 days.
System stores call recordings for calls made via these lines during last 750 days.
System cleans up recordings older than 750 days.
Use scenario #3.2: Managed by End-Users
Scenario:
To avoid overcharges for space consumption, End-User overrides System default clean up period for all the lines of his/her subcustomers to 30 days.
System stores call recordings for calls made via these lines during last 30 days.
System cleans up recordings older than 30 days.
Use case #4: Retention policy combination
Roles: Administrator, End-User, System
Preconditions: End-User, as a reseller, has a subcustomer "Regional Bank" with 100 assigned phone lines/extentions with enabled call recording.
Use scenario #4.1:
Scenario:
Administrator/End-User overrides System default clean up period for all the lines of subcustomers to 750 days.
- Administrator/End-User overrides reseller's clean up period for all the lines of "Regional Bank" to 1000 days.
- Administrator/End-User overrides "Regional Bank" customer's clean up period for "Regional Bank" VoIP number 160455 to 30 days.
System stores call recordings for calls made via 160455 during last 30 days.
System stores call recordings for calls made via rest of "Regional Bank" lines during last 1000 days.
- System stores call recordings for calls made via rest of subcustomers lines during last 750 days.
Other requirements / constraints
One of our customer resellers is about to retrieve all the records for 20 000 DIDs via API. There will be no need to keep them longer than a week, while the rest of customers and resellers are fine with 59 days as default clean up period.
3 Comments
Sergii Kirik
Andriy Zhylenko, Oleg Shevtsov have a look. I don't wanna show it before "common sense review". So far, I treat these policies as tools to manage space only. Not sure if we need to introduce " hard limits" that reseller can not go over (see #4) - the idea is to rely on charging as a way better motivation to retrain from overuse.
Sergii Kirik
BTW, there's another model caught from http://community.inin.com/forums/showthread.php?7065-Recording-Retention-Policy-how-long-do-YOU-keep-YOUR-recordings
People charge for extra days, not space. I personally think the space charges are more clear and fair. However, if we manage retention period in service configuration of the add-on we'll support that as well.
Oleg Shevtsov
Call recording is a quite popular service, defined on a product level.
I think that retention policies will need to be a part of the product as well. Customers then can buy add-on products to extend the lifetime.
The requirement to remove recordings earlier in order to save some space - this can be a part of the reseller's product.