Introduction/Purpose

A solution is required that allows for the deletion of calls and their related data. As per the technical overview (link), a call is made up of several components all of which need removing as part of this functionality.

Potential Actors/Roles

System Administrator: A user with the relevant permissions to be able to view and delete a call

System: Some form of automated process that has the relevant permission to perform deletion in line with specific configuration.

Use Cases

The use cases for allowing the deletion of calls fall broadly into the following two drivers:

GDPR Related

Example: Someone who has been recorded asks for the removal of their call from the system. In this scenario if a there is no reason to challenge the retention of these calls, the system will need to allow for the discovery and subsequent removal of the calls. This would probably be a manual exercise taken on by a system user.

Retention Policy Related

Example: Clients will generally have a retention policy that drives how long they store historic calls for, so they conform to data laws or want to manage costs related to storage. This policy would more than likely be driven by an automated “job” that will periodically identify calls by date and remove them en masse.

Expected Behaviours (inc. flow diagrams etc)

• Deleted items are hard-deleted and are not retrievable once processed.
• Deletion can be initiated by either a manual or automated process
• Deletion can only be initiated by an entity with appropriate permissions
• Deletion happens on one call at a time
• Deleted items are not retrievable or view-able by a user once removed
• The Act of Deletion is auditable.
• Item must exist to be deleted
• Feedback is given that a call has been deleted