Freshcaller incident

Delayed Call Record Availability issue due to Third-Party Service Provider

Minor Resolved View vendor source →

Freshcaller experienced a minor incident on April 29, 2024 affecting Recordings and Recordings and 1 more component, lasting 2h 22m. The incident has been resolved; the full update timeline is below.

Started
Apr 29, 2024, 10:00 PM UTC
Resolved
Apr 30, 2024, 12:22 AM UTC
Duration
2h 22m
Detected by Pingoru
Apr 29, 2024, 10:00 PM UTC

Affected components

RecordingsRecordingsRecordingsRecordings

Update timeline

  1. investigating Apr 29, 2024, 10:00 PM UTC

    Our Third-Party Service Provider have detected a potential issue that may affect availability of call records after call completion. We will update as soon as we have more information.

  2. investigating Apr 29, 2024, 10:27 PM UTC

    Our Third-Party Service Provider is investigating delays in call record availability via both the console and REST API. Calls themselves are unaffected. We expect to provide another update as soon as more information becomes available.

  3. investigating Apr 29, 2024, 11:29 PM UTC

    Our Third-Party Service Provider continue to investigate the issue causing delays in call record availability via both the console and REST API. Calls themselves are unaffected. This incident also impacts customers' ability to view a subset of metadata in Voice Intelligence transcriptions. We will continue to provide you with additional updates.

  4. monitoring Apr 29, 2024, 11:52 PM UTC

    Our Third-Party Service Provider started observing recovery from the issue causing delayed availability for call records and Voice Intelligence transcript metadata. We will continue to monitor for system stability.

  5. resolved Apr 30, 2024, 12:22 AM UTC

    Our Third-Party Service Provider has resolved the problem concerning delayed availability of call records. This issue has been resolved.