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8x8 Support

2022-10-31 8x8 Work Call Recording Failures 10-27 to 10-31

Issue

Some US-based 8x8 Work users experienced a system failure that resulted in up to 10% of calls enabled for recording to not record. These calls are not recoverable.

Applies To

  • Up to 10% of 8x8 Work recorded calls only between the specified dates and times detailed below
  • 8x8 USA region recorded calls only
  • Only impacted some calls recorded between 2022-10-27 5:55 UTC and 2022-10-31 6:30 UTC
  • Does not impact 8x8 Contact Center recordings or Meeting Recordings

Status

8x8 is doing further investigation into the root cause to ensure this issue does not reoccur. If you wish to receive more information about the root cause of this issue, contact 8x8 support.

FAQ

What exact recordings were impacted?

Up to 10% of calls recorded between 2022-10-27 5:55 UTC and 2022-10-31 6:30 UTC. When you visit the recordings section of 8x8 Account Manager these calls record including the recording will be missing from the interface. 

Can the recordings be recovered?

No, unfortunately, these recordings are not recoverable. Due to this specific incident, the media recording did not initiate.

How will I know what calls are impacted?

Contact 8x8 Support and we can provide you with a summary of the impact on your specific PBX.

Can 8x8 Tell me wich specific call detail records (CDR) were affected?

8x8 obtained the details around impact based on analytics that showed recording initiation failures. Using this method we were able to identify customer pbx and the number of times that recordings were not initiated. Unfortunately this did not contain any unique call details about the call that failed to be recorded. 

Did 8x8 proactively notify users of this event?

8x8 has sent the following email to users impacted by this incident on 11-8-2022.

Subject: Incident Alert: UC Recording Failures 10/27 - 10/31

Dear Customer,

8x8 experienced a system failure that resulted in a small subset of your call recordings failing to record between 10/27 and 10/31. The problem has been identified and resolved but these calls are not recoverable.

Our engineers are investigating the root cause of the issue and will apply safeguards to prevent incidents in the future. For additional details, see this article.

I want to personally assure you that your 8x8 experience and service remain our top priority. If you have any questions, please reach out to your Account Manager, Customer Success Manager, or support team.

Yours sincerely,

Walt Weisner

Chief Customer Officer, 8x8

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