Each Zoom Contact Center license includes a base storage capacity of 5GB (named user license) or 10GB (concurrent license) by default for content (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.

This article covers:

• What happens when cloud storage usage is at or near its limit
• How to view current cloud storage usage
• How to resolve cloud recording storage limits
  • Purchase additional storage
  • Download cloud recordings or voicemails
  • Delete cloud recordings, assets, or voicemails
  • Delete cloud recordings, assets, or voicemails that take up the most storage
  • Delete assets that are not being used
• How to manage the amount of cloud storage used
  • Cloud recordings
  • Assets
  • Voicemails
• Voicemail and recording utilization and size estimates
  • Minutes
  • Hours

Prerequisites for managing Zoom Contact Center cloud storage

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

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 80% to 100% of its available Zoom Contact Center cloud storage capacity. This email notification is only sent once every 7 days if the account is using 80% to 100% of it’s 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.

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.

Download cloud recordings or voicemails

You can download individual cloud recordings or voicemails in the Zoom web portal, then delete them once they are saved locally.

Delete cloud recordings, assets, or voicemails

View these article for instructions on deleting cloud recordings, assets, or voicemails:

• Cloud recordings
• Assets
• Voicemails

Delete cloud recordings, assets, or voicemails that take up the most storage

As a general tip, 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 assets that are not being used

As a general tip, access the assets library, then look at the Used in column to identify assets that are not used in any queues, flows, inbox, preferences, and waiting rooms. Consider deleting these assets.

How to manage the amount of cloud storage used

The following suggestions may help you manage how much cloud storage is used:

Cloud recordings

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

Assets

• Grant access for other users to manage assets (Asset management privilege) and help you manage the account’s cloud storage usage.

Voicemails

• Make sure your agents are using the feature to resolve voicemails, then you can consider deleting or download resolved voicemails.
• Enable the Assign voicemail to others privilege to allow agents to assign voicemail messages to others, who may be better able to resolve inbox messages.

Voicemail and recording utilization and size estimates

Note: The following table shows estimates of voicemail and video recording sizes, along with the estimate capacity for each storage add-on tier. 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

Type of File	Avg. size/ per minute	5GB per user license	10GB per concurrent license	$10/30GB Plan	$40/200GB	$100/1TB	$500/5TB
Voicemail (media file; MP3 format)	1 MB	5120 mins	10240 mins	30720 mins	204800 mins	1000000 mins	5000000 mins
Voicemail (media file MP3 format + transcript)	1.001 MB	5115 mins	10230 mins	30690 mins	204600 mins	999000 mins	4995005 mins
Voice Recordings (media file; MP3 format)	1 MB	5120 mins	10240 mins	30720 mins	204800 mins	1000000 mins	5000000 mins
Voice Recordings (media file MP3 format +transcript)	1.001 MB	5115 mins	10230 mins	30690 mins	204600 mins	999000 mins	4995005 mins
Video Recordings (Video; MP4 format)	6.67 MB	768 mins	1535 mins	4606 mins	30705 mins	149925 mins	749625 mins
Video Recordings (Audio only; M4a format)	1MB	5120 mins	10240 mins	30720 mins	204800 mins	1000000 mins	5000000 mins
Video Recordings (Video MP4+ Audio MP4a+transcript)	7.671 MB	667 mins	1335 mins	4005 mins	26698 mins	130361 mins	651805 mins

Hours

Type of File	Avg size/ per minute	5GB per user license	10 GB per concurrent license	$10/30GB Plan	$40/200GB	$100/1TB	$500/5TB
Voicemail (media file; MP3 format)	1 MB	85.3 hours	170.6 hours	512 hours	3413.3 hours	16666.6 hours	83333.3 hours
Voicemail (media file MP3 format + transcript)	1.001 MB	85.2 hours	170.5 hours	511.5 hours	3410 hours	16650 hours	83250 hours
Voice Recordings (media file; MP3 format)	1 MB	85.3 hours	170.6 hours	512 hours	3413.3 hours	16666.6 hours	83333.3 hours
Voice Recordings (media file MP3 format +transcript)	1.001 MB	85.2 hours	170.5 hours	511.5 hours	3410 hours	16650 hours	83250 hours
Video Recordings (Video; MP4 format)	6.67 MB	12.8 hours	25.6 hours	76.8 hours	511.8 hours	2498.8 hours	12493.8 hours
Video Recordings (Audio only; M4a format)	1 MB	85.3 hours	170.6 hours	512 hours	3413.3 hours	16666.6 hours	83333.3 hours
Video Recordings (Video MP4+ Audio MP4a+transcript)	7.671 MB	11.1 hours	22.3 hours	66.8 hours	445 hours	2172.7 hours	10863.4 hours