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.
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.
