Managing Zoom Contact Center cloud storage usage limits

Each Zoom Contact Center license includes a default base storage capacity, which varies depending on the license type and tier, for content such as recordings, voicemails, and assets. There are several options available to manage the usage, such as download or delete existing files, purchase additional storage, and adjust account settings.

Requirements for managing Zoom Contact Center cloud storage usage limits

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license

Default storage capacity by license tier

For new customers whose contracts were settled on December 14, 2024 or later the table below outlines the storage amount provided per license based on license type and tier. For customers whose contracts were settled before December 14, 2024, contact your Zoom account team to confirm specific storage entitlements, as storage allocations may vary.

What happens when cloud storage usage is at or near its limit

• Zoom Contact Center periodically checks cloud storage utilization levels and compares the current usage level with the usage level measured an hour ago.
• Zoom Contact Center admins will receive an email notification when your Zoom account has used at or above 80% of its available Zoom Contact Center cloud storage capacity. This email notification is only sent once every 7 days if the account is using at or above 80% of its Zoom Contact Center cloud storage capacity.
• If your account reaches the limit, the outcome depends on whether the account has the Zoom Contact Center Storage add-on:
  • If the account has the add-on, Zoom will charge the account for cloud storage overages.
  • If the account doesn’t have the add-on, Zoom will automatically delete old recordings to make storage space available for new recordings.
  • The oldest voicemail recordings are also deleted if the customer has not purchased additional cloud storage.

Note: When storage reaches its limit, Zoom evaluates recordings and voicemails together in chronological order. The oldest stored item is deleted first, regardless of whether it is a recording or a voicemail, until sufficient storage is available.

How to view current cloud storage usage

Zoom Contact Center admins can view the storage log to see how much storage agents are using for cloud recordings, assets, and inbox messages.

How to resolve cloud recording storage limits

Purchase additional storage

Billing admins can purchase additional cloud storage if the account has reached the limit. Learn more about costs for additional storage.

See the utilization estimates to get an idea of how much storage you may need.

Delete specific cloud recordings, assets, or voicemails

1. (Optional) Download the cloud recordings and/or voicemails you intend to delete and save them locally.
2. Delete cloud recordings, assets, or voicemails. Follow the links below for instructions pertaining to each listed file type:
   • Cloud recordings
   • Assets
   • Voicemails

Delete largest cloud recordings, assets, or voicemails

For best efficiency, you can use the storage log to view files that are using the most storage space, then follow the steps below to locate the file and delete it:

• If you want to delete a cloud recording, click the embedded link under the Recordings Usage column, copy the associated Engagement ID, and use it to locate the file in the recordings log.
• If you want to delete an asset, click the embedded link under the Asset Usage column, copy the associated Asset Name, and use it to locate the file in the asset library.
• If you want to delete a voicemail, click the embedded link under the Inbox Usage column, copy the associated Engagement ID, and use it to locate the file in the voicemail inbox.

Delete unused assets

1. Access the assets library.
2. Use the Used in column to identify assets that are not used in any queues, flows, inbox, preferences, and waiting rooms.
3. Delete those assets.

How to manage the amount of cloud storage used

Grant access for other users to delete cloud recordings and help you manage the account’s cloud storage usage.

Adjust the following cloud recording settings that minimize the number of files generated:

• Automatic Call Recording / Ad Hoc Call Recording: Evaluate whether you need to enable automatic or ad hoc call recording. If automatic recording is enabled, consider changing the setting, Percentage of engagements that are recorded.
• Record calls of: Set this so that only a specific type of engagement (Inbound vs Outbound vs Both) is recorded.
• Record video engagements in: Change this setting so that only audio is recorded for video engagements. Other options include: single video file (mp4), two separate files: video (mp4) and audio (mp4a)
• Percentage of engagements that are recorded: Lower this percentage so that only some engagements are recorded.
• Allow call recording transcription: Disable this setting so that recordings do not have a transcription, which can save some storage space.

Voicemail and recording utilization and size estimates

Note: The following tables show estimates of voicemail, voice recording and video recording sizes, along with how many minutes or hours of those files it would take to reach various storage levels. Actual usage will vary. Estimates show the max number of minutes and assumes the associated file type is the only type of data that consumes the allocated storage.

Minutes

Hours