On this page you find some of the Telia ACE features related to the EU General Data Protection Regulation act compliance. The search, export, deletion, logging and audit trail functions are described per function.
Rights of the individual customers or citizens
Below is how to handle some of the GDPR related requests that might come from the customers or citizens serviced in your contact centre. How to handle requests from the users within the ACE solution, see GDPR relating to employees.
Right of access by the data subject
Here is how you obtain information on whether or not personal data is being processed for an individual, and how to find it.
- Knowledge
- See GDPR for ACE Knowledge.
- BICC
- Searching for data is described in the BICC online help, available when logged in. Also see Additional services.
- Callback
- Search for callback records as described in Callback records.
- Campaign
- Search for campaign records. See Find and fetch campaign records.
- E-sign
- See GDPR for E-sign.
- Interaction View
- Search for interactions via the agents' tools. See Interactions in ACE Interact and How to search in Interaction View.
- Recording
- Search for data as described in Find recorded calls using queries in Business Analyzer and Advanced Query - Create your own search criteria.
- SMS
- Accredited Telia Company personnel can assist with search for specified data in ACE Sms Engine.
- Survey
- Find information about an individual using the search tools in ACE Survey, described in Search data in company.
- Teleopti WFM
- Only aggregated statistics is stored. There is no personal data regarding customers or citizens in Teleopti WFM. Also see Additional services.
Right to erasure - Right to be forgotten
To full-fill the right to be forgotten you delete or anonymise personal data. Here is how you do it:
- Knowledge
- See GDPR for ACE Knowledge.
- BICC
- See Additional services. Accredited Telia Company personnel can assist in deletion of data. Only authorised purchaser in your organisation can order deletion of recording-files through the usual ordering channels at Telia Company.
- Callback
- Delete closed callback records via ACE Admin, described in Callback records.
- Campaign
- Delete closed campaign records via ACE Admin. See Remove campaign record manually and Find and fetch campaign records.
- E-sign
- See GDPR for E-sign.
- Interaction View
- Delete interactions via a right-click menu in ACE Agent. See About the Interaction View function.
- Recording
- Accredited Telia Company personnel can assist in deletion of recorded calls. Only authorised purchaser in your organisation can order deletion of recording-files through the usual ordering channels at Telia Company.
- Sms
- Accredited Telia Company personnel can assist in deletion of personal data in ACE Sms Engine.
- Survey
- Anonymise survey results by deleting personal data in ACE Survey, as described in Search data in company.
- Teleopti WFM
- Only aggregated statistics is stored. There is no personal data regarding customers or citizens in Teleopti WFM. Also see Additional services.
Right to rectification
The data in a ACE solution only describes actual events, i.e. it is not a customer database or a CRM system. Therefore it is not appropriate to make any changes. However, data can be erased. Also see Right to erasure - Right to be forgotten.
Right to restriction of processing
The data in the ACE solution have predefined storage periods, which can not be changed for stored data. However, data can be obtained, exported and stored elsewhere for a limited period of time. Also see Right of access by the data subject.
Right to data portability
The ACE solution doesn’t hold any information applicable for data portability. However, data concerning one individual can be exported. Also see Right of access by the data subject.
Adjust your solution to GDPR
Below are GDPR related settings, to check and to inform your contact centre co-workers about.
Issues related to user accounts are described in GDPR relating to employees.
Conditions for consent
- Recording calls or not
- To ensure that contact data key recordingConsent always has an appropriate value, you set a default value to parameter recordingConsentDefault in ACE Admin, System parameter tab Other. For details, see Customer consent for call recordings .
- Anonymise external calls
- If external calls, made or received by an agent, are to be anonymised, hidden and never recorded is set with parameter tasklessCallsPrivate, in ACE Admin, System parameters for incoming call.
Records of processing activities
The ACE solution produces various logs. These you can review by yourself.
- In ACE Admin, Log of changes - see who did what you see:
- Configuration changes made in ACE Admin.
- Events for login and logout for the administrative clients ACE Admin, ACE Pulse and ACE Report.
- Agents' activity can be reviewed via statistics in ACE Report.
- The usage of sub products and open interfaces is seen in ACE Admin See which product versions are used
The following logs can be reviewed by the help of accredited personnel at Telia Company.
- Events for login and logout in ACE Survey. See ACE Survey.
- Events for login and logout in clients for ACE Recording. See ACE Recording.
- Events for login and logout in ACE Voice. See Before you start using Voice web.
- Sensitive operations performed on personal data are logged in audit trail logs.
For events (audit trail) relating to the ACE E-sign, see GDPR for E-sign.
Storage time settings
Records with status Closed are automatically removed after a configurable number of days. Applies to these functions:
- Admin Interaction View
- The storage time is set in Interaction View - Storage rules.
- Admin Callback
- The number of days are set in the callbackRecordCleanDays parameter seen in System parameters for callback/campaign. Delete closed callback records as described in Callback records.
- Admin Campaign
- The number of days are set in the campaignRecordCleanDays parameter seen in System parameters for callback/campaign.
- Knowledge
- See GDPR for ACE Knowledge.
- BICC
- See Additional services. Storage time for BICC is configured by Telia Company's personnel. Authorised purchaser in your organisation can order changes in storage time through the usual ordering channels at Telia.
- E-sign
- See GDPR for E-sign.
- Recording
- The pre-set storage time for call recordings can be changed in ACE Recording, as seen in Find recorded calls using queries in Business Analyzer.
- Sms
- Storage time for logs is pre-set to 29 days in ACE Sms Engine. Audit trails for ACE Sms Manager, ACE Sms Stat and related open interfaces are available for six months.
- Teleopti WFM
- See Additional services. Storage time for Teleopti WFM is configured by Telia Company's personnel. Authorised purchaser in your organisation can order changes in storage time through the usual ordering channels at Telia.
Records are automatically removed after pre-set number of days. Applies to these functions:
The content of log-files is cleaned from personal data as in the following examples.
- ACE Interact
- All sensitive data is automatically filtered out from ACE Interact log files when set up for transmission to e.g. technical support. See Transfer log file from ACE Interact.
- ACE Server
- Email and chat content is by default not included in log files produced by ACE Server. See Telia ACE Operation Manual for details.