Exporting interaction content

In the Data Retention area of Vonage Contact Center (VCC) Admin Portal, if enabled for your account, you can create external storage items, which correspond to storage areas that are already set up in one of the integrated storage providers — currently either Amazon S3 or in Microsoft Azure. You can then schedule jobs (both recurring and one-time) that export interaction content to those areas using the settings in external storage items.

Setting up storage areas

Before you start creating external storage items and scheduling export jobs in your Vonage Contact Center account, you must set up one or more storage areas in either Amazon S3 or in Microsoft Azure. For information about setting up storage areas, see Creating an S3 bucket and configuring AWS permissions or Creating an Azure Blob Storage container and configuring Azure permissions.

Creating an external storage item

When you have set up one or more storage areas, you can create corresponding external storage items in your VCC account. You will need to know about the storage area including any credentials required to access it. To create an external storage item, perform the following steps:

1. Go to Data Retention, Export interaction content tab. For information about accessing Data Retention, see Accessing Data Retention in Using Data Retention.
2. Click +Add external storage. Add external storage appears.
   
3. In Name, provide a name that identifies the external storage item. The name doesn't need to be unique, but using a name that is different from other external storage items will help you identify it later.
4. In Provider, select the external storage provider that contains the storage area you want to export content to. Currently, you can choose from AWS S3 or Azure Blob Storage. Your choice determines the information you need to provide.
   1. If you select AWS S3, provide the following information:
      
      
      1. AWS Region. Provide the Amazon Web Services (AWS) region the bucket (storage area) is located in. For example, us-east-1.
      2. Bucket name. Provide the name of the bucket to export content to. For example, export-bucket.
      3. Role ARN. Provide the Amazon Resource Number (ARN) of the role used to access the bucket. For example, arn:aws:iam::012345678901:role/role.
   2. If you select Azure Blob Storage, provide the following information:
      
      
      1. Tenant ID. Provide the tenant ID associated with your Azure account. For example, abcd1234-ab12-ab12-abcdef123456.
      2. Blob Storage endpoint URL. Provide the URL of your Azure Blob Storage endpoint. For example, https://customercontentexport.blob.core.windows.net.
      3. Blob container name. Provide the name of the container (storage area) in your Azure account to export content to. For example, customer-export.
      4. Application ID. Provide the application ID used to access the container. For example, abcd1234-ab12-ab12-abcdef123456.
      5. Application secret. Provide the application secret associated with the application ID. For example, Abc123~_Xyz789@456#Qwert_HgF-HKPZIvbTaAp.
5. When you have provided the required information, click Add external storage.
   
   • If you haven't provided the correct details, an error appears. Check the details you have provided and try again.
   • If you have provided the correct credentials for the specified storage area, your external storage item is saved and appears in the list of storage items.

When you have created one or more external storage items, you can create export jobs that will export data to the storage area, using the details provided in the external storage item.

Changing the name of the external storage item

To change the name of the external storage item, click the external storage item in the list. Edit external storage appears. Change the name as required and click Update name. The name is updated and appears in the list of external storage items.

Deleting the external storage

To delete an external storage item, click the item in the list. Edit external storage appears. In Edit external storage, click Delete external storage. If one or more export jobs are currently using the external storage item, a message appears to inform you that you can't delete the item unless you cancel the jobs or wait for them to finish first.

Otherwise, the external storage item is deleted and removed from the list.

Scheduling an export job

When you have created one or more external storage items, you can schedule a recurring or a one-time export job to export interaction content to the corresponding storage area.

A recurring export job is repeated every hour, transferring the interaction content data created earlier than 12 hours before the point of current execution.
A one-time export job transfers all the chosen interaction content data that was created within a specific timeframe in one process.

To schedule an export job, perform the following steps:

1. Go to Data Retention, Export interaction content tab. For information about accessing Data Retention, see Accessing Data Retention in Using Data Retention.
2. Click either +Schedule recurring export or +Schedule one-time export. Schedule recurring export job or Schedule one-time export job appears
3. In Name, provide a name that identifies the export job. The name doesn't need to be unique, but using a name that is different from other export jobs will help you identify it later.
4. In External storage, select one of the added external storage items. This identifies where the job will export interaction content to.
5. If you are creating a recurring job, in Start date, specify the date of content to start exporting. 00:00 AM on the selected date must be at least 12 hours ago, but within the retention policy period.
   If you are creating a one-time job, in Date range, Specify dates of the content to start and end exporting. Start date must be before the end date and 11:59 PM on the end date must be at least 12 hours ago. Date range must be within the retention policy period.
6. In Content types, select at least one type of interaction content to export.
7. In Initial direction, select the direction of interaction content to export.
   When you have provided the required information, click Schedule recurring export or Schedule one-time export. If you have provided the required information, the job is saved.

The job appears in the list of recurring or one-time export jobs with a status of Scheduled.

Changing the status of an export job (pausing, restarting, cancelling)

You can see status of the job — Scheduled, Paused, Cancelled, Failed, or Running. A one-time export job can also have a status of Completed. If a one-time job has started, you can see its progress.

Scheduled

Running

Paused

Failed

Completed

Cancelled

Pausing a job

If a job has a status of Scheduled or Running, you can pause it. To pause a job, click it in the list to open it. Edit recurring export job or Edit one-time export job appears. In the Status section, click Pause. The job is paused and its status is updated to Paused.

Restarting a job

If a job has a status of Paused or Failed, you can restart it. To restart a job, click it in the list to open it. Edit recurring export job or Edit one-time export job appears. In the Status section, click Restart. The job is restarted and its status is updated to Scheduled.

Cancelling a job

If a job has a status of Scheduled, Running, Failed, or Paused, you can cancel it. To cancel a job, click it in the list to open it. Edit recurring export job or Edit one-time export job appears. In the Status section, click Stop. The job is stopped and its status is updated to Cancelled. You cannot restart a cancelled job.