Enabling Zoom Contact Center Bring Your Own Storage (BYOS) for AWS

The Bring Your Own Storage (BYOS) feature allows organizations to securely store Zoom Contact Center (ZCC) recordings, transcripts, and other artifacts in their own AWS S3 buckets instead of Zoom’s default cloud. Admins can automatically upload recordings and transcripts to their AWS S3 storage, with an option to retain copies in Zoom. Supported artifacts include voice and video recordings, transcriptions, messaging and email transcripts, voicemails, and survey responses. BYOS enhances data control, compliance flexibility, and storage cost optimization while maintaining the same user experience inside Zoom Contact Center.

Key features include:

Securely uploads new ZCC engagement artifacts to your AWS S3 bucket once enabled
Retains existing artifacts in Zoom storage per retention policy
Automatic 30-day daily retry for failed uploads
Email alerts for failed uploads
Optional personally identifiable information (PII) redaction before upload
Dual storage option for continued use of ZCC-hosted artifacts
Feature is account-level with division-level support if customer has divisions

For more details, visit the BYOS FAQs and troubleshooting BYOS issues page.

Requirements for Zoom Contact Center Bring Your Own Storage for AWS

Account owner or admin privileges; or relevant role/privilege
Zoom Contact Center license
Configured AWS S3 bucket with the correct region and access credentials
BYOS feature must be enabled by Zoom. To have this feature enabled, contact your account manager.

Limitations of Zoom Contact Center Bring Your Own Storage for AWS

Existing artifacts remain in Zoom storage and are not automatically migrated.
BYOS currently supports only AWS S3, with other cloud providers under consideration.
Zoom cannot detect or recover files deleted from your S3 bucket.
S3 buckets with Object Lock enabled are not supported.

Supported storage authentication types
How to enable Bring Your Storage for AWS
How to view recording logs and storage details

Supported storage authentication types

Zoom Contact Center Bring Your Own Storage (BYOS) supports the following authentication methods for connecting to your AWS S3 bucket:

Access Key / Secret Key (AK/SK): Simplest setup and recommended for most customers.
IAM Role: Suitable for advanced security configurations or large enterprise environments.

How to enable Bring Your Own Storage for AWS

Sign in to the Zoom web portal.
In the left navigation, click Contact Center Management then Preferences.
In the left-side panel, click Privacy and Data Retention.
Under Bring Your Own Storage, click Add storage and configure the following:
- Select AWS S3 as the storage provider.
- Select your Authentication Method:
  - Access Key & Secret: This is recommended and easiest to configure.
  - IAM Role: This is for enterprise customers requiring enhanced security.
  Note: The Add Storage panel supports both authentication types. Zoom enforces encryption and authentication for all uploads. If using IAM roles, Zoom provides a Zoom ARN to include in your AWS trust policy.
- Provide the following details:
  - Bucket Name
  - Region
  - Access Key or Role ARN
  - Email Address for upload failure notifications
Click Save.
Under Storage mode, select one of the following:
- Store only in your own storage: Uploads to AWS S3 and deletes files from Zoom once upload succeeds.
- Store in both Zoom and your storage: Keeps originals in Zoom and uploads redacted copies to AWS (Dual Copy).
  Note: The Storage mode option appears only if IAM Role and Dual Copy are enabled. Most customers use standard BYOS with Access Key and Secret.

How to view recording logs and storage details

After BYOS is enabled, the Recording Logs page in Zoom Contact Center includes enhanced visibility and management options.

Sign in to the Zoom web portal.
In the left navigation, click Contact Center Management then Logs.
Click the Recordings tab to view recording logs and storage details.

New Storage Location column

The new Storage Location column indicates where each recording is stored:

Zoom Storage: Files remain in Zoom’s native storage.
External Storage (BYOS): Files are stored in your AWS S3 bucket.
Dual Storage (BYOS + Copy): Files are stored in both Zoom and AWS S3.

This helps admins quickly identify the storage destination of each recording.

Viewing and downloading recordings

Users with the appropriate role permissions can play back or download recordings directly from the Recording Logs page, regardless of storage location. The Download button provides the following options:

Download Recording
Download Transcript
Download All

Zoom’s proxy layer retrieves recordings easily, ensuring playback and downloads work even when files are stored in external storage.

File deletion and error handling

Files stored in your AWS S3 bucket are fully managed by you. If a file is deleted from S3, the Zoom interface displays a File Not Found message when playback or download is attempted, as Zoom does not receive deletion notifications from S3.

Recommendations:

Manage file deletion policies directly in S3.
Disable Delete Recording in Zoom to avoid confusion when S3 deletions occur.