Ensure regulatory compliance of Webex Calling content

You can look for a specific person in your company, find CDRs associated to the calls, and generate a report based on your findings. This way, you can make sure people are complying with both your internal policies and any external regulatory requirements.

• Control Hub now supports eDiscovery of Calling content for your organizations.

• Use a single unified compliance solution for Webex Meetings,, and Webex Calling.

You must have the compliance officer role assigned to you to create and view reports.

• You can search through the content that's deleted, subject to data retention periods or legal hold.

• You can search through the Webex Calling content for somebody who has left your organization, the data is stored since September 2023 and subject to your organization's data retention periods.

• CDR compliance retention periods:

  • 13 months (except European Union countries)

  • 6 months European Union countries

  For details, see Webex Calling Privacy Data Sheet.

• You can search for all CDRs for Webex Calling calls relating to a user within your organization. This includes the following:

  • CDRs for Calls within the organization

  • CDRs for Calls to a user from the PSTN or calls from a user to the PSTN.

  The following isn’t included:

  • Basic Webex Calls

  • Workspace calls or other calls that don't involve a user in the organization

The following content is captured in the reports:

• The Webex Calling CDRs include the following:

  • Call Correlation ID

  • Calling/Called Line ID

  • Calling Number

  • Called Number

  • Dialed Digits

  • User ID

  • User Type

  • Call Type

  • Call Direction

  • Duration

  • Answered

  • Start Time

  • Answer Time

  • Transfer Time

  • Redirecting Number

  • Redirected Reason

• You can search through content posted within the last 90 days or if you have a Pro Pack you can search through content that's older than 90 days.

• You can download reports that are up to 10 days old. For reports older than 10 days, rerun the report to access the data.

• All searches carried out by compliance officers are logged for audit.

• eDiscovery supports the following proxies:

  • No authentication

  • Basic

  • NTLM on Windows—Configure this proxy to work with the credentials from the operating system, manually entering credentials isn’t supported.

  • Negotiate (Kerberos) on Windows—Configure this proxy to work with the credentials from the operating system, manually entering credentials isn’t supported.

1. From the customer view in Control Hub, go to Troubleshooting > Status > View eDiscovery.

2. Choose the data you want to search for (This setting is on by default):

   • Search Webex Messages

   • Search Webex Meetings

   • Search Webex Calling

3. Add your search information:

   • Email Address—Enter up to 500 comma-separated email addresses either manually or click CSV Bulk Add to select a CSV file.

   • Space Names(Only applies if you chose to search Webex messages)—Enter up to 5 comma-separated space names.

     Space name matching is applied. For example: when you search for note, your results include notes, noted, and footnote.

   • Date Range—Choose a date range for your search.

     When you enter multiple values for Email Address and Space Names, the search engine uses these values as: [(email_address1 OR email_address2) AND (space_name1 OR space_name2)]

4. Enter your report information:

   • Report Name—Enter a name for your report.

   • Description—[Optional] Add a description for your report.

5. Click Search & Generate Report.

   Your search is queued and you can review the status of the report. The length of time to create your report depends on the amount of data that matches your search criteria.

   When a report ZIP file reaches a limit of 5 GB or 100,000 files, then another ZIP file is created using the same name but postfixed with -1, -2 and so on.

   We do support generating an empty report, if there’s no data available.

Full administrators can assign the compliance officer role to any person within their organization. Full administrators can't assign the compliance officer role to themselves, another full administrator must assign the role to them.

For example: If your company requires details for legal proceedings, as a compliance officer you can access the Webex App eDiscovery Search and Extraction tool from Control Hub. You can generate reports from here that contain all the conversations held in Webex App spaces and any files shared within those spaces.

As a compliance officer you can preserve data for legal proceedings, this data is also returned when you access the Webex App eDiscovery Search and Extraction tool. For more information, see Manage compliance data for legal hold. By default, Webex Calling CDRs have a 400 days (13 months) retention policy.