• In voicemail boxes that are signed up for both transcription and delivery by email, the messages sit undelivered, as though waiting for transcription to resume. In the meantime, the recipient has no idea that they’ve received a new voicemail message.
• Sometimes even after transcription eventually resumes, the backlog of untranscribed voicemails continues to sit untranscribed and undelivered indefinitely, even as new voicemails are properly transcribed and emailed.
I like VOIP.MS in general, but their handling of voicemail transcription outages is a pet peeve. I’m glad it’s not a common occurrence.
The status of the server might not use a precise enough metric to determine if the service is really working. If this is only a ping or basic check, it might not give a clear picture of any problem there could be. (If there are.) Maybe the problem is somewhere else in their infrastructure.
This also means they should work on better metrics to know the state of their services, and receive immediate alerts so that issues like this can be fixed more promptly.
I hope for you this will not wait until Monday to be fixed.
[I apparently accidentally deleted my post from Saturday morning. Here it is again.]
Yes, I opened a ticket yesterday when I noticed the problem. My clients who use voicemail transcription via email are located in various states and use various VOIP.MS POPs, and they’re all down. So clearly it’s at least a widespread problem (and likely universal).
Because it’s now the weekend, I suspect that the problem won’t be fixed until Monday, when the person who can fix this returns to work and reboots a crucial doohickey.
As I thought likely, it’s Monday morning and the problem is fixed. At this moment (1020am Eastern time), three days worth of untranscribed voicemails are now arriving by email with transcription, about three per minute.
