10 October 2023
Karl Bloxham
[FYI request #24210 email]
Kia ora Karl
Your Official Information Act request, reference: GOV-027994
Thank you for your email of 23 September 2023, asking for the fol owing information under the Official
Information Act 1982 (the Act):
1. What is the name of the current system used for the call recordings and when did this system go live.
2. What was the name of the previous call recording system and when did that system shut down.
3. How long are call recordings kept with the current system and previous system.
4. Does ACC, in special circumstances have the ability to restore a recording, after it has been removed
from the system, for example a recording which only recently was removed from the system. ( I ask this,
as I am aware of a number of District Councils, including other Agency's which are able to restore some
call recording ).
The current call recording system is Genesys CX Cloud.
The use of this system officially went live on 10 October 2022. The previous systems were
Audiocodes
Smarttap and
Genesys Engage Speechminer. ACC has not shut down those systems, but has gradual y
reduced its use of them since 10 October 2022.
Call retention periods
The current call retention period for
Genesys CX Cloud is 90 days.
Genesys Engage Speechminer also had a
retention period of 90 days, and
Audiocodes Smarttap’s retention period was 14 days. ACC only records
cal s for training and quality purposes. Once a call is deleted, it cannot be recovered. ACC does not have the
functionality to restore a recording after it has been deleted.
If you have any questions about this response, please get in touch
You can email me a
t [email address].
If you are not happy with this response, you can also contact the Ombudsman via
[email address] or by phoning 0800 802 602. Information about how to make a complaint
is available
at www.ombudsman.parliament.nz.
Ngā mihi
Sara Freitag
Acting Manager Official Information Act Services
Government Engagement
GOV-027994 Page 1 of 1
Document Outline
