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8x8 Support

FTP Service Call Recording File Format Change


The rollout of the new file format has been delayed and will no longer take place November 18 or December 5 as initially communicated. A new date will be communicated soon.


To improve our storage services, 8x8 is changing the format of the files transferred via FTP from .wav to .mp3.

Applies To

  • Contact Center 
  • FTP 


Why is 8x8 Contact Center making this change from .wav to .mp3 for files transferred via FTP?

Moving from .wav to .mp3 reduces the size of the stored recordings and will enable faster downloads via FTP.

When will this change take place?

A date will be communicated to uses shortly.

Does this change impact 8x8 Work recordings?

No. This change is just for 8x8 Contact Center call recordings.

After this change, will the recorded files downloaded from Quality Management / Speech Analytics be in .wav format?

No. The format of these files downloaded from QM/SA has always been .mp3 and are not impacted by this change. This change is for FTP service.

Are there plans to allow users to decide on their preferred file format? 

No. Because .wav files are uncompressed, they require more storage space. We are moving to .mp3 format because of the ability to compress the files and reduce the amount of storage required. 

Will existing 8x8 Contact Center call recordings in Cloud Storage be converted to .mp3 format?

Yes. After the update takes place, all call recordings will be converted to .mp3. The only exceptions are recordings prior to October 2020.

Will all files be .mp3 format? Even on the upload of the scripts?

The upload function is not currently available via FTP.

Will only new files in FTP change, or will old recordings also be changed?

Old files will also be changed to .mp3 format via FTP, except as noted above, files older than October 2020 will not be changed.

Will .mp3 files be compressed?

Yes. To 64kbps format.

If I have custom scripts or automated scripts for downloading files from the FTP server, will these still work?

We recommend that you run these scripts once the change from .wav to .mp3 is complete to verify that the scripts are still working properly.

If I have issues with downloads due to the change from .wav to .mp3, who should I contact?

If you have any issues, contact Support, your Account Manager, or your user Success Manager for assistance.