---
title: Voice Logger and Archival (VLA)
slug: contact-center/Lttu-voice-logger
icon: {"lucideIcon":"AudioWaveform"}
docTags: 
createdAt: 2025-11-24T09:04:55.019Z
---

The Voice Log Archiver (VLA) is an automated system that fetches, converts, encrypts, and stores call recordings. It ensures that voice logs are retained for extended periods (up to 8 years) without impacting the performance of the active Contact Center.

### Archival Process Workflow

The VLA operates through a four-stage process to ensure data integrity and security:

1. **Fetching:** The system monitors the Ameyo Call Server in real-time. New voice logs are identified and downloaded to the Archiver server with a typical lag of only 20–25 minutes.
2. **Conversion:**
   - Raw audio files (separate In/Out streams) are first converted to WAV format.
   - The streams are mixed into a single WAV file.
   - The file is compressed into **MP3** format to optimize storage.
3. **Encryption:** The compressed files are secured using **AES encryption**. A unique key is generated for each voice log and stored in the Archiver Database. When **BYOK** is enabled for the contact center, this per-call key is itself protected by the deployment's secret manager rather than stored in the clear — see [Data Encryption](docId\:Tc9BqN20Uz9SnKAhHiNV8) for how the secret manager and key hierarchy work.
4. **Storage:** The final encrypted files are transferred to a mounted network drive (NAS/SAN) via FTP.

### User Interface & Search

The VLA Console provides a centralized interface for Supervisors and Administrators.

- [ ] **Search & Retrieval**

Supervisors and Administrators can locate specific recordings using a combination of standard and advanced filters on their interface:

- **Standard Filters:** Date Range, Campaign, Queue, User/Agent, Customer Phone Number, and Talk Time.
- **Call Content Filters:**
  - **Call Notes:** Search for keywords within the notes added by agents.
  - **QA Scoring:** Filter by "Scored" or "Unscored" calls.
  - **Dispositions:** Filter by System or User Dispositions.
- **Advanced Search:** Allows attribute-based queries using operators (e.g., Credit Card Number *Equals* 1234).

* [ ] **Downloads**

- **Single/Bulk Download:** Users can download individual files or select multiple records to download as a ZIP file.
- **Format:** Downloads are typically provided in MP3 format for easy playback.

### Configuration & Administration

Administrators have access to system-level settings via the Configuration tab.

- **Audio Controls:**
  - **InGain / OutGain:** Adjust the volume levels for the input (customer) and output (agent) audio streams. Values range from 1 to 9.
  - **Presets:** Select audio processing presets such as HIGH\_PHONE, LOW\_PHONE, HIGH\_VOICE, or LOW\_VOICE to optimize audio quality based on the source.
  - **Storage Path:** Define or update the destination directory on the NAS/SAN storage.
  - **Reload:** Applies changes made to the call server configuration without restarting the system.

### Monitoring & Safeguards

The system includes built-in health monitoring to prevent data loss or server crashes.

- **Disk Usage Protection:** The system continuously monitors disk space. If free space falls below **5 GB**, the fetching process stops automatically. Administrators must manually resume the service after clearing space.
- **Execution Details:** The Monitoring tab displays the real-time status of the "Conversion" and "Fetching" jobs.

## Operational Guidelines

### Prerequisites

- **Licensing:** Separate licenses are required for Voice Log Archiver 
- **Infrastructure:**
  - Dedicated Archiver Server (Windows/Linux).
  - Network Storage (NAS/SAN) accessible via FTP/Mapped Drive.
  - Ameyo Call Manager (for VLA) and Ameyo Database access.

### Sizing Considerations

Proper sizing is essential for performance. Factors influencing server requirements include:

- Total Agents and Calls Per Day.
- Average Call Duration.
- Retention Period (e.g., 1 year vs. 5 years).
- Recording Format (MP3 compression ratio).

### Retention & Cleanup

- **Data Lifecycle:** Data is retained based on the configured policy (e.g., 3 years).
- **Auto-Cleanup:** The system can be configured to automatically purge data older than the retention period to free up storage, though archival to external media is recommended before purging.
- **Per-Tenant Retention Overrides (4.13.48+):** Administrators can configure per-tenant voice-log retention periods via the `server_preference_store`, overriding the global default. The minimum retention is **3 months**. A nightly cleanup job automatically purges recordings that exceed the configured retention window.

### Number Masking in Voice Logs

When **Number Masking** is enabled at the process level, voice log filenames on the call server are masked by default. The following controls are available:

- **Reveal Real Numbers (4.13.9+):** Authorized users with the appropriate privilege can click an **eye icon** in the VLA console to temporarily reveal the actual phone number associated with a masked recording.
- **Unmasked Filenames on Call Server (4.13.26+):** The `unmaskRawVoiceLogs` system configuration flag, when set to `true`, writes voice log files on the call server with the **real (unmasked) filename** while the UI continues to display masked values. This is useful for integrations that rely on filenames matching actual phone numbers.
- **Unmasked Filenames in VLA Storage (4.13.38+):** The unmasked-filename behaviour was extended to recordings archived by VLA, ensuring downstream systems consuming archived files also receive unmasked filenames.

### Token-Based Voice Log Download API

Starting from version 4.13.25, a **token-based download API** is available for secure programmatic access to voice log files. External systems (CRM, analytics, compliance tools) can request a short-lived download token and use it to retrieve recordings without requiring a full UI session. This is the recommended approach for automated integrations.

## Version History

| Version | Enhancement                                                              | Release Notes                                                                          |
| ------- | ------------------------------------------------------------------------ | -------------------------------------------------------------------------------------- |
| 4.13.9  | Authorized users can reveal real numbers via eye icon when masking is on | [4.13.9 Release Notes](docId:9NxxIUvSS1xLP1SVj_GHJ)                                    |
| 4.13.25 | Token-based Voicelog Download API for secure integrations                | [4.13.25 Release Notes](docId:9qP_NrJ2vi08aiIqKvhP-)                                   |
| 4.13.26 | `unmaskRawVoiceLogs` flag for unmasked filenames on call server          | [4.13.26 Release Notes](docId\:afTf0PMqLovldq-F8WkOt)                                  |
| 4.13.38 | Extended unmasked-filename behaviour to VLA stored recordings            | [Contact Center - Patch Release Notes - Version 4.13.38](docId\:pKCOA9s_8fuGrj3C5JIv4) |
| 4.13.48 | Per-tenant retention overrides (min 3 months, nightly cleanup)           | [Contact Center - Patch Release Notes - Version 4.13.48](docId\:ohMtI-DQXjPuEjRDrCdz0) |