Cxengage outage history and incident timeline

Investigating Telephony Issues

Started September 1, 2026 at 5:10 PM UTC 3h 59m

Pending

Affected components

Voice ServicesVoice Services

September 1, 2026 at 5:10 PM UTCinvestigating
We are currently investigating a potential issue affecting telephony in the North American and European environments. Users may experience degraded performance or intermittent dropped calls. Our engineering team is working to identify the root cause. Thank you for your patience. Kind regards, The Enghouse Cloud Team 📞 US Tel: +1 800.793.0549 📞 UK Tel: +44 770.015.6785 📞 NZ Tel: +64 4.8318.707 📞 AU Tel: +61 2.8015.5378 🔗 Customer Service Portal: Customer Portal 🌐 Web: www.enghouseinteractive.co.uk 📄 Customer Support Quick Reference Guide: Quick Ref Guide 📊 Status Page: Go to the CxE status page
September 1, 2026 at 5:51 PM UTCmonitoring
A fix has been deployed for the issue impacting Telephony in North America and UK, and we are monitoring the results. Services should now be operating normally. We will continue to monitor and confirm resolution shortly. Kind regards, The Enghouse Cloud Team 📞 US Tel: +1 800.793.0549 📞 UK Tel: +44 770.015.6785 📞 NZ Tel: +64 4.8318.707 📞 AU Tel: +61 2.8015.5378 🔗 Customer Service Portal: Customer Portal 🌐 Web: www.enghouseinteractive.co.uk 📄 Customer Support Quick Reference Guide: Quick Ref Guide 📊 Status Page: Go to the CxE status page
September 1, 2026 at 9:09 PM UTCresolved
The issue impacting Telephony in the North America and European regions has been resolved. We have confirmed service stability and are closing the incident. Thank you for your understanding. Kind regards, The Enghouse Cloud Team 📞 US Tel: +1 800.793.0549 📞 UK Tel: +44 770.015.6785 📞 NZ Tel: +64 4.8318.707 📞 AU Tel: +61 2.8015.5378 🔗 Customer Service Portal: Customer Portal 🌐 Web: www.enghouseinteractive.co.uk 📄 Customer Support Quick Reference Guide: Quick Ref Guide 📊 Status Page: Go to the CxE status page

Investigating Performance Degradation Skylight

Started August 27, 2026 at 11:10 AM UTC 3h 13m

OutageMajor incident

Affected components

CxEngage Agent UI

August 27, 2026 at 11:10 AM UTCinvestigating
We are currently investigating a potential issue affecting Skylight on the EU environment. Users may experience degraded performance or intermittent access including error 7023 when using a Twilio extension & 13007 when doing a CRM database search in Skylight Desktop. Our engineering team is working to identify the root cause. Thank you for your patience. Kind regards, The Enghouse Cloud Team 📞 US Tel: +1 800.793.0549 📞 UK Tel: +44 770.015.6785 📞 NZ Tel: +64 4.8318.707 📞 AU Tel: +61 2.8015.5378 🔗 Customer Service Portal: Customer Portal 🌐 Web: www.enghouseinteractive.co.uk 📄 Customer Support Quick Reference Guide: Quick Ref Guide 📊 Status Page: Go to the CxE status page
August 27, 2026 at 11:33 AM UTCmonitoring
A fix has been implemented and we are monitoring the results.
August 27, 2026 at 2:23 PM UTCresolved
This incident has been resolved.

EU Region Agent Calls Not Being Delivered

Started June 13, 2026 at 4:00 AM UTC 0m

OutageMajor incident

June 18, 2026 at 11:09 AM UTCresolved
Inbound calls are queuing but are not being routed to available agents, impacting all users. Customer calls were found to be remaining in the queue instead of being routed to available agents. Inbound call interaction IDs were captured from the real-time dashboard. Corresponding system logs were validated, and an error was identified within the queue service. CloudOps team resolved the issue and all services restored to normal at 2026-06-13 11:59:54 UTC.