April 30th – Problem with call recordings

21st Feb 2019 5:52 PM – 30th April 2019 6:30 AM UTC. We have identified an issue with one of our Call Recording servers due to which all calls that were recorded on it between 21st February 2019 – 30th April 2019 could not be saved.

We sincerely apologize for the problem caused by this. The root cause of the issue has been found and it is now resolved.

This happened due to a rare combination of a manual error while making changes to the Call Recording servers and failure of system alarms.

Initial investigation shows that the manual error was caused because the team member making the changes did not follow established procedures for making such changes.

The management views this as a very serious lapse and has initiated an internal investigation into this incident.

Some time back we changed the tool used to handle the automatic alarms from our systems. The management has also initiated an investigation to check whether all possible precautions were taken during the migration – at which time the alarms for the Call Recording servers stopped working.

There are no issues with calls that were recorded on the other Call Recording server.