Call recording delay in availability

Incident

Call recording delay in availability

Status: closed
Start:
End:
Duration: 4 hours 13 minutes
Affected Components:
Americas Service portals Analytics Admin Console (AC)
Update

8x8 has confirmed that there has been some delay in call recording availability for recorded calls in the last 2 hours. The calls are recorded successfully and are being processed for availability. Calls from previous time periods are available as normal. 

We are currently working to restore normal availability performance and will provide updates as they become available. 

Update

Our engineers are currently working to resolve the issue as a matter of urgency. We've seen the delay in recordings also being observed in Quality Management, Supervisor Workspace, and anywhere where a recording may be available for playback.   We will continue to provide updates as they become available. 

Update

8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience. 

Update

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. Calls are being recorded however the delay can still be up to 1 hr before they become available with playback. To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 30 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

Update

8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience. 

Update

While older recordings from earlier this morning are being processed and becoming available, there is still a delay of playback availability for any new recent recordings being recorded. We are continuing to investigate the cause of this delay and will provide the next update at 2:30 PM Pacific (5:30 PM Eastern). We apologize for the delay in resolution. 

Update

8x8 is now seeing the delay in processing decrease, however the availability is not yet back to normal performance standards. Next update on the progress  will come at 3:30 PM Pacific(6:30 PM Eastern).

Resolved

8x8 has caught up and all recordings are available for playback. In addition,  new recordings are back to normal availability performance standards. We are investigating the root cause and we apologize for the inconvenience. 

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