RealConnect Reporting Delayed
Incident Report for Polycom Cloud Services
Postmortem

On May 26th Poly identified an issue with the primary database index used to order call event information for the RealConnect service. While this issue was corrected later that evening, it resulted in a sizable backlog of data to be ingested into the database. Reducing this backlog while minimizing any call event data loss, took a significant effort. By June 10th, the backlog had been successfully reduced and the reporting is back to its normal operating behavior. Periods of missing historical call events are being addressed.

Posted Jun 14, 2022 - 15:54 MDT

Resolved
This incident has been resolved.
Posted Jun 13, 2022 - 14:26 MDT
Update
Poly will continue to monitor RealConnect over the weekend. Next update will be Monday AM.
Posted Jun 10, 2022 - 15:19 MDT
Monitoring
The lag in call events has been eliminated. Poly is working on ingesting the outstanding historical call information.
Posted Jun 09, 2022 - 21:22 MDT
Update
The lag in call events continues to be reduced, but a small lag still exists. Poly is working on ingesting the outstanding historical call information.
Posted Jun 09, 2022 - 19:44 MDT
Update
The reporting system remains stable. The lag in call events continues to be reduced, but still exists. Poly is working on ingesting the outstanding historical call information.
Posted Jun 09, 2022 - 06:43 MDT
Identified
Poly continues to work the issue. The reporting system remains stable. As of this update time the lag is within minutes of real time. Poly is working on ingesting the outstanding historical call information.
Posted Jun 08, 2022 - 16:46 MDT
Update
Investigation efforts continue towards reducing the reporting lag.
Posted Jun 07, 2022 - 17:08 MDT
Update
The lag in reporting has been reduced but still exists. Poly is actively working to ingest the outstanding call information into the database. There is no impact to calls.
Posted Jun 06, 2022 - 15:22 MDT
Update
The lag in reporting has been reduced but still exists. Poly is actively working to ingest the outstanding call information into the database. There is no impact to calls.
Posted Jun 06, 2022 - 06:58 MDT
Update
There continues to be a lag in reporting. Poly is actively working to ingest the outstanding call information into the database. There is no impact to calls.
Posted Jun 05, 2022 - 18:35 MDT
Update
There continues to be a lag in reporting. Poly is actively working to ingest the outstanding call information into the database. There is no impact to calls
Posted Jun 05, 2022 - 08:22 MDT
Update
There continues to be a lag in reporting. Poly is actively working to ingest the outstanding call information into the database. There is no impact to calls
Posted Jun 04, 2022 - 19:26 MDT
Update
Poly continues to troubleshoot the delay in ingesting the outstanding call information into the database. There continues to be a lag in reporting. There is no impact to calls.
Posted Jun 04, 2022 - 07:49 MDT
Update
Poly continues to investigate the delay in ingesting the outstanding call information into the database. There continues to be a lag in reporting. There is no impact to calls.
Posted Jun 03, 2022 - 16:49 MDT
Update
Poly continues to focus on ingesting the outstanding call information into the database. There continues to be a lag in reporting. There is no impact to calls.
Posted Jun 03, 2022 - 05:52 MDT
Update
Poly continues to focus around ingesting the outstanding call information into the database. The continues to be a lag in reporting. There is no impact to calls.
Posted Jun 02, 2022 - 17:15 MDT
Update
Poly continues to work the issue. The work continues to focus around ingesting the outstanding call information into the database.
Posted Jun 02, 2022 - 05:58 MDT
Update
Poly continues to work the issue. The work continues to focus around ingesting the outstanding call information into the database.
Posted Jun 01, 2022 - 17:17 MDT
Update
Poly continues to work the issue. the team continues to work on ingesting the outstanding call information.
Posted Jun 01, 2022 - 12:50 MDT
Update
Poly continues to work the issue. The reporting system has been stabilized. It is currently several hours behind and we are working on ingesting the outstanding call information.
Posted May 31, 2022 - 17:04 MDT
Update
The RealConnect devops team continues its stabilization efforts for the reporting system and is working to reduce the data lag.
Posted May 30, 2022 - 15:05 MDT
Investigating
We are currently investigating this issue.
Posted May 29, 2022 - 16:04 MDT
This incident affected: Poly RealConnect (NALA, EMEA, APAC, RealConnect Tenant Report).