Solved Recordings disappeared for IVR and Voice Mail greetings?

[dmcmorris]

Hello community!

TL;DR: recordings for IVR and voicemail greetings went bye bye on our 3cx cloud hosted system

For our small business PBX hosted by 3CX in the cloud, I was just requested to investigate some issues with inbound calls. In an attempt to reproduce, I called our IVR ("Digital Receptionist") from internally and externally. I got dead air. Upon investigation, I found that the "Prompt" under "Digital Receptionists"->[name] was blank. When I clicked the "Manage" button, the file was not there.

I also found that users' Voice Mail greetings and Personal Identification messages were also gone.

Any thoughts as to how this may have happened? We are running Enterprise Annual v18.0 (Build 1880) hosted by 3cx. I have generated a Support Information Package, but nothing immediately obvious is jumping out to me in the logs.

Thanks!

 

[DimitrisL_3CX]

Hello @dmcmorris

they have been removed due to a maintenance redeployment of the instance. Voicemails, prompts and recording files are not included into the backup used to restore the instance, as this will result to a large backup file. We use the latest backup from our part as mentioned here https://www.3cx.com/ordering/pricing/hosted-info/.


Now, if you have a full backup, you may restore it on top and will come back.

 

[StefanW]

@dmcmorris we reviewed the part in which situation this could accrue and improved our processing for the future. Please accept my apologies for the inconvenience caused.