Voicemail and Recording retrieval issues

Information

Voicemail and Recording retrieval issues

Status: closed
Date:
End:
Duration: 6 hours 51 minutes
Affected Components:
Americas Work Calling Analytics Endpoints WorkM (VOM) WorkD (VOD)
Investigating

8x8 is investigating reports from customers who are unable to access and playback media such as voicemails and call recordings in the US region. We're currently investigating and will provide details as they become available. 

Update

8x8 has confirmed there is a performance issue causing the affected media from becoming available in the affected 8x8 Applications and Analytics products. We are currently working to resolve and will continue to provide updates as they become available. 

Update

8x8 is continuing to work on restoring the media for playback.  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 this issue resolved as a matter of priority, we thank you for your patience. Calls and voicemails are still being recorded, however availability for playback is being delayed. Voicemails are still able to be retrieved directly from any 8x8 phone by following these instructions.  Retrieving voicemails from 8x8 phones

We will provide further update as they become available and we again apologize for the inconvenience. 

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. 

Monitoring

8x8 has worked with its media hosting provider and has restored normal performance to media playback. New media recordings and voicemails recorded should now be made available for playback in real-time. Older media files recorded earlier in the day may still not be available while they are being processed. 8x8 will post a final update once all media is processed and available to fully resolve the issue and expect this to be competed in the next 2-4 hours. 

As a reminder, all 8x8 Work voicemails are available for playback directly from an 8x8 endpoint following the instructions below. 

Retrieving voicemails from 8x8 phones

Resolved

8x8 has confirmed that all previous media recordings and voicemails are now available for playback. 8x8 is monitoring and performing a root cause investigation. We apologize for the interruption. 

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