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How do I raise a Right to be Forgotten (RTBF) request?

In NewVoiceMediaVonage Contact Center, as a supervisor you can raise any RTBF requests you receive.

To raise an RTBF request, perform the following steps:

1. Log in to the NewVoiceMedia platformVCC Admin Portal. For information about logging in to the NewVoiceMedia platformVCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
   If you are the supervisor of more than one account, select the account that you want to access System Audit for, and click Select.
   NewVoiceMediaVonage Contact Center appears.
2. In the menu, click System Audit. System Audit appears.
3. In the Right to be Forgotten section, click Right to be Forgotten. Right to be Forgotten appears.
   
4. In Personal Identifier, type the personal data that identifies the customer to be forgotten.
   Examples of personal data include:
   • Telephone number
   • Email address
   • Twitter handle
5. Click Forget. A confirmation box appears.

6. To submit the request, type FORGET and click Confirm.

   

   Note
   You are responsible for validating your customers' requests before you confirm your request.

   The page refreshes and your request appears in the Pending Jobs list.

7. Repeat steps 4-6 for any other formats of the same personal data. For example, if you are using a customer’s telephone number to identify the customer, you may need to enter the number in multiple formats, such as 01234556688, +44123455668 and 00441234556688, to ensure that all relevant data is anonymized or removed.

NewVoiceMedia Vonage Contact Center validates your request before processing it. For example, NewVoiceMedia Vonage will not process a request that uses a phone number for the account you are currently logged in to.

After the request has been successfully submitted, NewVoiceMedia Vonage Contact Center adds it to your account’s queue for deletion. After a grace period of 180 hours (7.5 days)—during which time you can retract your request in case of an error—NewVoiceMedia error—Vonage Contact Center anonymizes or deletes records, or both, without undue delay. Completed requests disappear from the queue.

How do I stop processing a Right to be Forgotten (RTBF) request?

In NewVoiceMediaVonage Contact Center, as a supervisor, you can cancel an RTBF request that you or any other supervisors in your account have raised. You can cancel any request as long as NewVoiceMedia Vonage Contact Center has not started to process it. Requests that NewVoiceMedia Vonage Contact Center has not started to process appear in the Pending Jobs list with a status of New. A Cancel Request button is also available alongside the request. Requests that NewVoiceMedia Vonage Contact Center has started to process appear in the Pending Jobs list with a status of In progress. No Cancel Request button is available alongside the request.

To cancel an RTBF request, perform the following steps:

1. Log in to the NewVoiceMedia platformVCC Admin Portal. For information about logging in to the NewVoiceMedia platformVCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
   If you are the supervisor of more than one account, select the account that you want to access System Audit for, and click Select.
   NewVoiceMediaVonage Contact Center appears.
2. In the menu, click System Audit. System Audit appears.
3. In the Right to be Forgotten section, click Right to be Forgotten. Right to be Forgotten appears.
4. Find the request you want to cancel in the Pending Jobs list.
   
5. Check the status of the request—if status is New, to cancel the request, click Cancel Request. The page refreshes and the request no longer appears in the Pending Jobs list.

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