ccaas-status - Notice history

Related DevOps work items: Incident 126596: Inbound is down for Affidea ES and MPLUS Serbia (Ananas)- IVR not routing calls to loggedin staffed agents Bug 126599: Conversations fails to enter the queue

The incident has been resolved

We've discovered the cause of the issue and rolled out a hotfix. Calls should be able to reach agents now.

First occurrence of the pertinent error message in Vivacom's log file "UGBuzzeasyCiscoConnector-20250221.log": 2025-02-21 12:03:25.963 [Error] UGBuzzeasyCiscoConnector.HostedServices.CiscoApplicationService error requesting entry point (1009) configuration (status:Unauthorized) {"code":"401-109","developerMessage":"Invalid or expired 'Authorization' header provided. New access token is required."} Log line in the same file that indicated the renewal of the token. Note that this is missing the beginning of the line but happened some time between 2025-02-21 12:50:39 and 2025-02-21 12:50:20: 6be06f1d09c4","expires_in":86400,"token_type":"Bearer"}

This incident is now resolved.

The incident is affecting only one particular customer. We performed remediation steps and are now testing.

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