01/25/19 16:00 PM  

FTP Site Type Options | RingCentral Contact Center

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SummaryThis article includes the results and next steps depending on your FTP Site Type option. Click on the links below to jump to your specific option. Also on this article are the Outbound and Inbound Ports you need to activate depending on your location.
Details
 

FTP Site Type Options and Next Steps for FTP/TTL Configuration

This will serve as a guide when submitting your TTL/FTP Configuration request which includes the Next Step actions needed from your end to avoid issues.

Click on the applicable FTP Site Type:

Set-up Time To Live (TTL) on disk storage, no FTP/sFTP
Set-up TTL on disk storage and an internal SFTP and FTP
Set-up TTL on disk storage and an internal SFTP no FTP
Set-up TTL on disk storage and an external FTP (external sFTP setup is not supported at this time)

Additional Information:
Outbound and Inbound Ports for external FTP
Frequently Asked Questions

 

Set-up Time To Live (TTL) on disk storage, no FTP/sFTP
 

ResultNext Step for Customers

Recordings older than X days are deleted and can no longer be retrieved.  Older files are not kept on the system. 

If customer needs to keep their recording, they have to manually download the files from Contact History or under Admin>Folders & Files>Browse File before these gets deleted from the platform.   

If customer do not need to keep recording, no further action needed.


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Set-up TTL on disk storage and an internal SFTP and FTP


A typical setup provides the option for the customer to connect with both FTP and SFTP – they have the option to use either port 21 or 22.
 
ResultNext Step for Customers

• Recordings older than X days (Age of Files to Transfer) are being copied/moved (Source File Action), upon initial set-up or not (retroactively or not), to an internal FTP/SFTP server every X days (Frequency of Transfer)

• Recordings older than X days (TTL) are being deleted from the file storage 

Usage Report available under Reporting/Analytics>Canned Reports>Billing>Disk Usage>Disk Button)

Customer is responsible for managing the internal Hosted SFTP.  The recordings needs to be moved or “pulled” from the internal FTP/SFTP server and ensure that pulled data are deleted from the internal FTP/SFTP Server to prevent data storage billed up that will affect billing.  The customer can set up an automated process on their end if desired.
 

See KB Article: RingCentral Contact Center: Data Storage Frequently Asked Questions


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Set-up TTL on disk storage and an internal SFTP no FTP
 

No FTP means we remove that option from their connection settings, so they cannot connect with port 21
Call logs are copied from the Contact Center CallLog folder  to a secured internal hosted sFTP
 
ResultNext Step for Customers

• Recordings older than X days (Age of Files to Transfer) are being copied/moved (Source File Action), upon initial set-up or not (retroactively or not), to an internal FTP/SFTP server every X days (Frequency of Transfer); 

• Recordings older than X days (TTL) are being deleted from the file storage 

Usage Report available under Reporting/Analytics>Canned Reports>Billing>Disk Usage>Disk Button)

Customer is responsible for managing the internal Hosted SFTP.  The recordings needs to be moved or “pulled” from the internal FTP/SFTP server and ensure that pulled data are deleted from the internal FTP/SFTP Server to prevent data storage billed up that will affect billing.  The customer can set up an automated process on their end if desired.
 

See KB Article: RingCentral Contact Center: Data Storage Frequently Asked Questions


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Set-up TTL on disk storage and an external FTP

 
ResultNext Step for Customers

• Recordings older than X days (Age of Files to Transfer) are being copied/moved (Source File Action), upon initial set-up or not (retroactively or not), to an External FTP server every X days (Frequency of Transfer); 

• Recordings older than X days (TTL) are being deleted from the file storage 

Usage Report available under Reporting/Analytics>Canned Reports>Billing>Disk Usage>Disk Button)

Customer has to ensure that:

• The Inbound and Outbound IP Addresses and Ports below are whitelisted.

• Their Mode of Transfer is set to Active.

• The Encryption is set to ‘Only use plain FTP (insecure)’.

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Inbound and Outbound IP Addresses and Ports for external FTP


We use standard Web (HTTP) and Secure Web (HTTPS) transactions. The default port used for Web (HTTP) transactions is port 80. Secure Web transactions (HTTPS) are handled by port 443. Customers that require inbound FTP (such as the SENDFILE action) or web traffic (such as the GETPAGE script action), must open the following inbound IP addresses and ports as determined by your location.
 

United States 

Outbound Ports Server IP Address
Outbound Ports to the Contact Center
207.166.85.0/24
443
207.166.86.0/24
443
207.166.91.0/24
443
207.166.94.0/24
443
207.166.95.0/24
443 and 21
207.166.100.0/23
443
207.166.109.0/24
443
199.172.9.0/24
443
199.172.8.0/24
443


NOTE: For those on the C29, C30, and C31 clusters, using Studio and Amazon Web Services, please whitelist (i.e. allow) 52.43.225.203 and 52.89.35.204.

United States 

Inbound Ports Server IP AddressInbound Ports from the Contact Center
207.166.80.0/24443
207.166.81.0/24443
207.166.82.0/24443
207.166.90.0/24443
207.166.92.0/24443
207.166.95.0/24443
207.166.101.0/24443
204.176.204.0/24443

NOTE: For those on the C29, C30, and C31 clusters, using Studio and Amazon Web Services, please whitelist (i.e. allow) 52.43.225.203 and 52.89.35.204.


Europe

Outbound Ports Server IP AddressOutbound Ports to the Contact Center
216.20.242.0/23443
216.20.245.0/24443
216.20.249.0/24443
216.20.244.0/24443
216.20.248.0/24443
216.20.252.0/23443
199.172.9.0/24443
199.172.8.0/24443


Europe

Inbound Ports Server IP AddressInbound Ports from the Contact Center
216.20.242.0/23443
216.20.252.0/23443
216.20.244.0/24443
216.20.248.0/24443

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Frequently Asked Questions


1. Why is SFTP Configuration / SFTP Key is on the form when External sFTP transfer is not an option?
It refers to the internal hosted SFTP.  We offer Public Key Authentication, or SSH (Secure Shell), for customers who require this and want to supply their own public key. A key pair will need to be generated and the public key provided to NICEinContact.


2. What are the requirements for generating the private/public key pair?
A key pair will need to be generated and the public key provided with the following requirements: 

• No PassPhrase
• 1024 Key size unless there is a requirement for a larger key size
• SSH2 option
• DSA option.

NOTE: SFTP will ALWAYS be slower than standard FTP downloads. The larger the key size, the slower the download will be due to the encryption overhead.
For assistance with SFTP setup, please contact your support account owner


3. How is  internal SFTP and FTP different from internal SFTP no FTP?
The internal SFTP and FTP is a setup that provides the option for the customer to connect with both FTP and SFTP.  They have the option to use either port 21 or 22. The internal SFTP no FTP means we remove that option from their connection settings, so they cannot connect with port 21.


4. Our File Transfer Protocol (FTP) is set to transfer files real time, why does it take awhile to get the files? We have a different timestamp on the recording as well. It transfers the recording during our after hours.
Files sent to FTP server will never be "Real time".  The call recording process goes through several events before it can be queued for transfer, and there could be a possible delay along any of these steps. Real-time is the default, meaning to send the file as soon as possible. Or the other option is to schedule the transfers.


5. Is there a way to automatically purge recordings from the internal Hosted sFTP server after X days?
No, currently Time To Live (TTL) cannot set up on the internal hosted sFTP site.  You must remove the files either manually, or by processing a copy/delete action when pulling call recordings from the FTP site.

6. What is the folder/directory structure for Call Recordings when transmitted to internal (hosted) or external (customer) FTP?
When an FTP site is created, customers have the ability to specific an 'initial folder'. In the screenshot below the 'phones' folder is identified, and we push files there as requested:

User-added image


If an initial folder is not defined, then call recordings will be configured to save to a folder named for the customer's Business Unit (BU).  This configuration will help improve FTP performance so that the server does not have to query/build a large directory folder when logging into the FTP account.

User-added image

Within those folders will be sub folders that are arranged by Contact ID range:

User-added image

The naming convention for the folders is the first seven digits represent the range of contact IDs found in that folder. This configuration helps ensure that we don't exceed any directory limitations for the maximum number of files per folder.


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