I specialize in GDPR compliance. We are configuring our BYOC Cloud trunks and ensuring our data retention policies are strict. When a customer submits a “Right to be Forgotten” request, we use the standard GDPR API endpoint. This successfully deletes the call recordings and transcripts. However, we have noticed that if the customer left a Voicemail, the .wav file often remains in the user’s inbox or the group ring queue indefinitely. Does the standard GDPR API payload not cover voicemail media automatically, or is there a specific flag we need to set to ensure voicemails are purged alongside the interaction analytics data?
This is incredibly frustrating. I always have to explain this weird gap to new admins. The GDPR API deletes the conversation data from the analytics platform, but Voicemails are technically stored as messages in the unified communications part of the platform, completely separate from the contact center recordings. The GDPR API does not cross over to the UC side automatically. You have to write a separate script that specifically targets the /api/v2/voicemail/messages endpoint to delete them.
while I deal mostly with forecasting, our compliance team recently audited this. To add to 's point, if the voicemail was routed to a Group rather than an individual User, it is even harder to find. You must query the specific Group’s voicemail inbox. Furthermore, if a user has “Forward Voicemail to Email” enabled, the audio file leaves the Genesys Cloud environment entirely. At that point, the GDPR API is useless, and your organization must have a separate compliance mechanism to purge those emails from your corporate Exchange server.
Hey guys! I just do gamification stuff mostly, but I heard our security guy complaining about this yesterday. He said they ended up setting a global policy in Genesys that automatically deletes ALL voicemails after 30 days regardless of GDPR requests, just to be safe. It annoyed some managers who like to hoard old messages, but it completely solved the compliance headache!