Overview

The call session ID's and timestamps affiliated with a call are 7-8 minutes in the future. This is impacting calls made to some customers. It appears to be more prominent with calls routed through one particular data center.

Solution

When you notice that the call session ID's and timestamps affiliated with a call are several minutes in the future, please raise a ticket for our Support Team, mentioning the impacted data center and customers. This way identifying and updating the impacted servers can be done quicker by our Infrastructure Team.

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HVP (IVR) servers are kept in sync by obtaining time sync from an NTP server. When servers are moved from one data center to another the NTP IP can change and systems might begin to drift (their clocks get desynchronized). When the time drifts far enough, our customers might notice this when looking at HMS call logs.

Contact the Professional Services Team as described in the Routing Table to have the HVP servers synced back manually and have the NTP server addresses updated.

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