Deleting voice files in Verint

[victor]

Hi,

we are currently looking at a client requirement to delete voice files that meet specific criteria from Verint logger. It seems like there is no way to acocmplish this from within Verint itself and you need to use their SDK. Furthermore, Verint would not support any system if you do not outsource the development of the deletion of the tool to them. It seems a bit confusing to me that given an ability to delete files from Verint using their SDK, that you cannot develop the tool yourself.  Has anyone had a similar experience? What am I missing?

Thanks!

[n3vek7]

Hi,

Where I worked before, we simply removed the .wav files from where it belongs (moved to another storage) and wrote a note in the contact that this file was deleted. Is this something you could do ? (of course, it depends on the volume of files you need to delete)
What version of Verint do you have? (With v10 it was easy to find the wav file location by pressing ctrl + shift + f12.)

Another solution would be to filter at the recording level with criteria...

@+

[victor]

We have over 100MM conversations to filter, so manual is not an option.  We can prevent conversations from appearing via filter, but we are legally required to delete them. Thus the head scratcher.

[n3vek7]

And can you modify your recording rules to not record them? What version of Verint? (I know it can be done in v11, but I'm not sure for the other versions)

[genecool]

Hi,
It is natively impossible to delete recordings from I360 v11.1 platform.
If required, you can contact your Verint channel in order to buy the deletion tool, developed by professional services.

[victor]

Yes, this is exactly what we did. I would think the delete tool is pretty simple, given availability of SDK to decrypt the records and access to DB via Verint. I assume ability to delete only partial records would compromise the security and compliance, and probably is the reason behind not offering this as part of the package.

[Ali]

Hi, Vic,

Following is also true for 15.1 & 15.2;

Deleting audio files is a complex operation in Verint. First question should be that "Do you have Speech Analytics (SA) installed?".

Following steps should be carefully handled:

1. Determine the interactions, which meet specific features such as call duration, ANI, DNIS or Pbx/Switch;
2. Determine the media (audio) files and their locations

These are required to remove audio files along with their metadata from the Archive.

However, since deletion of interactions from the data infrastructure might effect reporting and SA, reindexing should be also planned. As mentioned above, having professional support from Verint channel is advised.

Chhers,

Ali