The Oceana Data Management utility includes the Privacy tab. Using this tab, you can act on privacy requests from customers.

You can use the Oceana Data Management utility to address the following customer privacy requests:

• If a customer exercises the right to access information, you can provide the customer with their information stored in the Avaya Oceana® databases. You can save this information in an XML file, which can be modified before you provide it to the customer. The file contains all relevant customer information.

• If a customer exercises the right to be forgotten, you can delete their history records from the Omnichannel, OFFLINE, Context Store, and Avaya Analytics™ databases. In High Availability solutions, the records are also deleted from the standby servers.

  Note:

  To prevent the deletion of contacts not yet handled by agents, a customer’s history records can be fully deleted only when all their contacts are in a closed status. For example, a customer with contacts in new or open status cannot be deleted.

To configure Context Store and Avaya Analytics™ details, you must use the Oceana Data Management utility and generate an authentication token to authenticate the connection to these databases. This prevents users other than administrators from accessing or deleting customer information stored in the Context Store and Avaya Analytics™ databases.