If you use Vonage Contact Center or Vonage Contact Center products in Salesforce, you must remove any personal data from Salesforce yourself. For information about where to find this data, see Where to find personal data used by Vonage Contact Center in Salesforce. |
In Vonage Contact Center, as a supervisor you can raise any RTBF requests you receive.
To raise an RTBF request, perform the following steps:
To submit the request, type FORGET and click Confirm.
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.
Vonage Contact Center validates your request before processing it. For example, 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, 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—Vonage Contact Center anonymizes or deletes records, or both, without undue delay. Completed requests disappear from the queue.
Vonage Contact Center cannot distinguish between complete interactions and interactions that are in progress. If you raise a request using a value in Personal Identifier that relates to an in-progress interaction—for example, using an email address that identifies an open case—Vonage Contact Center anonymizes or removes the personal data from the interaction. So, before you raise a request, ensure that any interactions are completed. Otherwise you will not be able to later locate the interaction using the personal identifier. |
In Vonage 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 Vonage Contact Center has not started to process it. Requests that 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 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: