Resolved
All impacted audio appears to have been restored. Please contact support@voyc.ai if you are still experiencing this issue
Identified
The engineering team has successfully tested the proposed fix, and the audio of those test calls was restored as expected. Based on the successful test, they will now proceed with the backfill of affected calls.
Identified
Summary
We are investigating an issue affecting customers on our new queueing system where call audio is unavailable, despite transcription, scoring and analysis completing successfully.
The issue appears to have started on 1 June and is isolated to the new queueing system. As a precaution, affected customers are being moved back to the previous system while we implement a fix.
Impact
Users may be unable to listen to some call recordings. Transcripts, scores and alerts remain available.
Next steps
We have identified a fix and expect to restore audio on affected calls without requiring retranscription. Further updates will be provided as progress is made.
