Genesys Cloud - Main

Since the issue on the 24th April, and the recurrence of the issue on the 29th April, we've been unable to pull calls back for listening that are older than a rolling 12 month period.

I've raised a ticket, and escalated it multiple times, copying in certain other people at Genesys, and still the answer is the same, they're rebuilding the array and it will be 2 weeks until we can access any recordings.

Is anyone else in this boat, or is it just us?

The hilarity is that the status for April is 100%, and the current levels for EMEA are fully operational.

Has anyone else managed to successfully get their archived recordings exported any other way than the API?
#QualityManagement

Just got back from Annual leave and found this - raised a ticket and now have seen your post. I have been told an ETA of 20th May as a date (subject to change) - regards

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Matt Calton
Grove & Dean Ltd
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Original Message:
Sent: 05-08-2019 04:26
From: Richard Lythaby
Subject: Call Recordings Missing From More Than 12 Months Ago

Since the issue on the 24th April, and the recurrence of the issue on the 29th April, we've been unable to pull calls back for listening that are older than a rolling 12 month period.

I've raised a ticket, and escalated it multiple times, copying in certain other people at Genesys, and still the answer is the same, they're rebuilding the array and it will be 2 weeks until we can access any recordings.

Is anyone else in this boat, or is it just us?

The hilarity is that the status for April is 100%, and the current levels for EMEA are fully operational.

Has anyone else managed to successfully get their archived recordings exported any other way than the API?
#QualityManagement

All historical data should be available.

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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 05-17-2019 06:04
From: Matthew Calton
Subject: Call Recordings Missing From More Than 12 Months Ago

Just got back from Annual leave and found this - raised a ticket and now have seen your post. I have been told an ETA of 20th May as a date (subject to change) - regards

------------------------------
Matt Calton
Grove & Dean Ltd

Original Message:
Sent: 05-08-2019 04:26
From: Richard Lythaby
Subject: Call Recordings Missing From More Than 12 Months Ago

Since the issue on the 24th April, and the recurrence of the issue on the 29th April, we've been unable to pull calls back for listening that are older than a rolling 12 month period.

I've raised a ticket, and escalated it multiple times, copying in certain other people at Genesys, and still the answer is the same, they're rebuilding the array and it will be 2 weeks until we can access any recordings.

Is anyone else in this boat, or is it just us?

The hilarity is that the status for April is 100%, and the current levels for EMEA are fully operational.

Has anyone else managed to successfully get their archived recordings exported any other way than the API?
#QualityManagement