Overview
With the September 2025 platform update, 8x8 Contact Center call recordings now begin when a call is connected (bridged) instead of when it starts ringing. This improves recording reliability but means ringing tones and some voicemail greetings may no longer be captured
Applies To
- 8x8 Contact Center
- Call Recordings
What Changed
Recordings now start only after the call connects:
- Ringing tones (ringback) are no longer recorded.
- Voicemail greetings may be skipped if they start before the call is connected.
- Only the conversation after connection is captured.
Why This Was Changed
The update improves reliability by preventing issues where:
- Recordings sometimes failed to start.
- Rarely, calls failed due to early recording triggers.
By starting after connection, recordings are more consistent and less error-prone
What This Means for You
- If a call goes to voicemail and the greeting plays before connection, it may not be included in the recording.
- If a call is answered by a person or voicemail system, recording begins at that point.
The change ensures the conversation, the most important part, is always captured
Feedback
We understand this may affect workflows where ringing or voicemail greetings are important (e.g., confirming if a call rang or went to voicemail). If this is critical for you, please contact 8x8 technical support or your account representative. Your feedback will help guide future improvements.
Known Issue (Fix in Next Release)
Some users report that when forwarding a script to an external number, agents do not hear ringing tones, even though the call connects. This is unrelated to the recording change and will be fixed in the next release
Summary
- Recordings now start only after a call connects.
- Ringing tones and some voicemail greetings may not appear.
- Reliability is improved, and missed recordings are prevented.
- Feedback is encouraged to shape future updates.