54 recorded Broadvoice incidents since September 2021, with official updates, affected components, duration and resolution information.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
We are continuing to monitor for any further issues.
This incident has been resolved.
We are currently investigating a service degradation with a subset of users with Polycom devices going offline. Our team is actively working to identify the impact and root cause. We will provide an update as soon as more information becomes available. We appreciate your patience as we work to resolve this issue.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are continuing to work on a fix for this issue.
This incident has been resolved.
We are currently investigating an issue affecting the retrieval of parked calls in b-Hive for a specific scenario in one region. Our engineering team is actively working to identify the root cause and restore normal functionality as quickly as possible.
We have identified the issue, and our engineering team is actively working to resolve it.
Our engineering team has implemented a fix. Service should now be restored, and we are continuing to monitor the situation.
We are actively monitoring the service to confirm that it remains stable and is performing as expected
The incident is resolved.
We are currently investigating this issue.
This was posted in error and there are no known issues at the current time.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating this issue.
us-l1-cloud1-g3 it's not available, this is why we have the intermittent issues
Client confirmed that the problem is solved. Still working on us-la-coresite-cloud1-g3-vpn.
We received a report of intermittent access issues with the GoContact platform. After investigation by our engineering team, we identified that one of the GoContact servers had stalled and become unresponsive, which was causing the reported issues. The affected server has been removed from the platform, and the system is now stable with no further disruptions observed. At this time, the incident does not appear to be related to the planned intervention performed earlier.
We are currently investigating this issue.
Issue is only happening with the mobile APP. There were no interventions scheduled. We have identified via the LOGs that some users can login, so it is not affecting all of the customers. We are able to login with the Support team account login.
Support team is able to replicate but DEV team is not able to replicate with the same user. We see successful login from several users. Requesting tests to the customer. DEV team login requests are reaching NGINX. Support team requests are not reaching NGINX. Support team gets the same error when trying with the 5G network. DEV team will try to replicate the domain to see live LOGs in the screen and share the results with the team once this is done.
We are still waiting for DEV team to replicate the domain to see the live LOGs in the screen and share the results so that we can continue troubleshooting.
DEV team continues to have difficulties to understand the root cause, changing the app to have more details about the error. New tests have started to try to reproduce the error while DEV team is trying to compile another APP version.
DEV teams continues to try and determine the root cause of the issue. It could be related to NOS certificates, there is already one intervention scheduled for tonight to update some certificates in order to have fix the certificates missing in the trusted chain. Still it is not clear that the tonight's intervention will solve this current issue.
We have just updated Android mobile phone to version 16 and we are now able to login using the Mobile APP in a device that was not able to access previously. We have narrowed the error... now it is only happening with Android devices with version 15 or lower. We are taking this approach as a work around, the tonight's intervention should be able to fix the error in all other devices otherwise we will need to continue the troubleshooting.
Waiting for tonight's intervention (NOS Certificates Updates) to see if this is solving the problem for old Android devices with version 15 or lower.
A fix has been implemented and we are monitoring the results.
This incident has been resolved. The intervention that took place to update the NOS Certificates solved the issue in all devices.
We are currently monitoring a widespread AWS outage that may be impacting the performance of some of our services. While our systems remain operational, customers may experience intermittent delays or degraded performance in certain areas. Our engineering team is actively working to mitigate any impact and is closely tracking AWS’s recovery efforts. We will provide updates as more information becomes available. We appreciate your patience and understanding.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We're currently experiencing issues with the SMS service on B-Hive. Our engineering teams are working to resolve it as quickly as possible.
The cause has been determined, and the engineering team is now in the process of fixing it.
The resolution is in progress and will be ready soon.
The issue has been resolved and the fix applied. We’re currently monitoring the service to ensure continued stability.
All services are fully operational and stable.
Authentication issues in voice and the platform
We are currently investigating delays in sending and receiving faxes on the Bhive platform.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We are currently investigating reports of long post dial delay from Bhive..
As of 2:35 PM PST today we have resolved the issue with PDD in our network.
Orange, one of our telecommunications providers in Spain, is currently experiencing a major voice service outage. We are in direct contact with them and are working to resolve the issue as quickly as possible.
We have received confirmation from our provider Orange that the situation has been resolved. After conducting tests, we can confirm that the voice service through Orange is functioning normally.
We are currently investigating this issue.
We are continuing to investigate this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Details: We have become aware of a potential issue affecting the quality of service. Our team is currently investigating to determine the cause and scope of this issue. Further updates will be provided as more information becomes available.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Details: An issue impacting Cloud07 has been identified. Current Impact: Cloud Down We are committed to restoring normal service operations as quickly as possible.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Details: We have become aware of a potential issue slowness on GoContact platform at all LATAM Clouds. Our team is currently investigating to determine the cause and scope of this issue. Further updates will be provided as more information becomes available. Initial Impact Assessment: Slowness on GoContact platform Actions Initiated: - Incident Response Team engaged - Initial diagnostics commenced
Difficulties were identified with the ISP peering, the traffic was shifted away from that peer. We're still in contact with the ISP.
This incident has been resolved.
"Broadvoice engineers are investigating an incident in which some inbound calls from the AT&T Network, whose destination is an off-network number associated with one of our upstream carriers, may not be completed as expected. The upstream carrier has confirmed they are experiencing intermittent issues and working with AT&T to fully resolve this. They do not currently have an estimated time of resolution but are actively working to ensure it is cared for. We will provide an update within the next two hours or upon receiving an update from the carrier.
Our upstream carrier’s engineering teams have identified the source of this incident as an off-network industry condition. They are continuing to engage with their vendors to ensure full resolution. The issue is limited to inbound calls from the AT&T network whose destination is an off-network number associated with the upstream carrier. We will continue to monitor and provide an update upon receiving an update from the carrier.
This incident has been resolved.
Customers utilizing iOS are having issues with receiving inbound calls. Outbound calls are working for these customers.
Customers can use the app as long as it is in the foreground and active. We are working to resolve this issue.
Our engineering team is continuing to work to fully resolve the issue with push notifications on the iOS mobile application. Customers can use the app as long as it remains in the foreground and is active. We are working to resolve this issue as soon as possible. We appreciate your patience and apologize for any inconvenience.
Our engineering team is working to fully resolve the push notification issue on the iOS app. The app will function properly as long as it is open and active. We are addressing this as quickly as possible and appreciate your patience. We apologize for any inconvenience.
A new iOS app based on the previous version has been released to the App store. Our internal testing has shown that incoming call push notifications are now working after updating with latest app available (listed as version 21.11.02) in the App store. Please be advised that if only updating the app does not resolve the issue, then proceed to remove and reinstall the app from the App store.
Details: Dashboards have incoherent information about agent states. Initial Impact Assessment: Dashboards is presenting old information Actions Initiated: - Incident Response Team engaged - Initial diagnostics commenced
Resetting the data source for the dashboards has restored everything to normal.
