Duration: 3 hours and 10 minutes

Affected Components: CCaaS International - Contact Expert Chat Services, CCaaS International - Chat & Social Media, CCaaS International - Agent UI, CCaaS International - AI Email Bots, CCaaS International - Scripting, CCaaS International - Admin Portal, CCaaS International - Core Services, CCaaS Custom Connectors to Cisco, CCaaS Europe - Voice Services, CCaaS International - Email Services, CCaaS International - Reporting & Wallboard, CCaaS International - AI Voice Bots, CCaaS international - AI Chat Bots, CCaaS Americas - Voice Services

Sep 22, 13:26:20 GMT+0
Identified - Dear Customer, We would like to inform you that on 03-10-2026 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 03-10-2026 | 03:00 UTC | 3 h During this time our voice services will suffer short interruptions at key moments of the update. Thank you for your understanding. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Oct 3, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Oct 3, 06:10:24 GMT+0
Completed - Dear Graia Customer, We would like to inform you that we have completed the scheduled maintenance for Graia International. To benefit immediately from the new changes please refresh your browser with CTRL+F5. The latest release notes will be available at <https://docs-ccaas.graia.ai/releasenotes/release%5Fnotes.html> Kind Regards, GraiaTeam.

Duration: 2 hours and 56 minutes

Affected Components: CCaaS International - Agent UI, CCaaS International - Admin Portal

Sep 30, 07:05:00 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Sep 30, 08:45:42 GMT+0
Resolved - This incident has been resolved. We'll post the root cause shortly as the "postmortem" of this incident..

Sep 30, 05:50:00 GMT+0
Investigating - We are currently investigating an incident that manifests as userts being unable to log in to our web interface..

Sep 30, 06:45:00 GMT+0
Identified - We've identified the source of the problem and are working to fix it as soon as we can..

Duration: 13 days, 9 hours and 24 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - AI Voice Bots, CCaaS International - Agent UI, CCaaS International - Contact Expert Chat Services, CCaaS International - Chat & Social Media, CCaaS International - Reporting & Wallboard, CCaaS International - AI Email Bots, CCaaS International - Scripting, CCaaS international - AI Chat Bots, CCaaS International - Email Services, CCaaS International - Admin Portal, CCaaS International - Core Services, CCaaS Custom Connectors to Cisco, CCaaS Americas - Voice Services

Aug 28, 10:09:36 GMT+0
Identified - Dear Customer, We would like to inform you that on 05-09-2026 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 05-09-2026 | 03:00 UTC | 2 h 30 min During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your understanding. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Sep 5, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 5, 05:30:00 GMT+0
Completed - Maintenance has completed successfully..

Sep 5, 05:31:00 GMT+0
Completed - Dear Graia Customer, We would like to inform you that we have completed the scheduled maintenance for Graia International. To benefit immediately from the new changes please refresh your browser with CTRL+F5. The latest release notes will be available at <https://docs-ccaas.graia.ai/releasenotes/release%5Fnotes.html> Kind Regards, GraiaTeam.

Duration: 14 hours and 25 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - Agent UI, CCaaS International - Core Services, CCaaS Americas - Voice Services

Aug 25, 07:30:00 GMT+0
Investigating - We are currently investigating reports of slowness affecting the Agent UI. The issue is being investigated with high priority..

Aug 25, 07:37:00 GMT+0
Investigating - We will provide another update as soon as more information is available..

Aug 25, 09:20:01 GMT+0
Investigating - We have identified a component that could be contributing to the reported Agent UI slowness and are currently performing additional checks around this area. We are continuing our investigation..

Aug 25, 11:02:47 GMT+0
Investigating - We have opened a high-priority support case with Microsoft regarding the reported Agent UI slowness affecting services hosted on Azure. We are continuing to investigate the issue with Microsoft..

Aug 25, 13:51:33 GMT+0
Investigating - Microsoft has reviewed the issue and is continuing its investigation into the observed delays with Azure services. They have requested some additional technical and diagnostic information from our side to help identify the underlying cause. We are gathering the required details and will provide them to Microsoft. We’ll keep you updated as soon as we receive further findings or guidance..

Aug 25, 21:55:00 GMT+0
Resolved - The Graia SRE team has completed the infrastructure mitigation and migrated the affected services to a secondary Azure Service Bus namespace. Following the migration, no further Agent UI delays have been observed and the platform has remained stable during testing and monitoring. We will continue to monitor service latency and overall platform health overnight while Microsoft continues its investigation into the underlying Azure issue. This incident is now resolved. Thank you for your patience..

Duration: 1 hour and 59 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - AI Voice Bots, CCaaS International - Scripting, CCaaS International - Agent UI, CCaaS International - Core Services, CCaaS Americas - Voice Services

Aug 4, 08:20:00 GMT+0
Monitoring - Recording Manager service restored and operational. Internal voice test successful. Stuck-call recovery initiated..

Aug 4, 08:26:00 GMT+0
Monitoring - Customers confirmed service was operational..

Aug 4, 09:25:00 GMT+0
Monitoring - Recording Manager service restored and operational. Internal voice test successful. Stuck-call recovery initiated..

Aug 4, 09:39:00 GMT+0
Resolved - Customers confirmed service was operational. This incident has been resolved..

Aug 4, 07:40:00 GMT+0
Investigating - We are currently investigating this incident..

Aug 4, 07:42:00 GMT+0
Monitoring - Recording Manager service restored and operational. Internal voice test successful. Stuck-call recovery initiated..

Aug 4, 07:47:00 GMT+0
Monitoring - Customers confirmed service was operational..

Aug 4, 08:07:00 GMT+0
Investigating - Slowness identified in the Recording Manager service..

Aug 4, 08:13:00 GMT+0
Identified - Second automatic restart of the Recording Manager service initiated..

Aug 4, 09:22:00 GMT+0
Investigating - Third automatic restart of the Recording Manager service initiated..

Duration: 41 minutes

Affected Components: CCaaS International - Reporting & Wallboard, CCaaS International - Scripting, CCaaS International - Email Services, CCaaS International - Chat & Social Media, CCaaS International - Admin Portal, CCaaS International - Agent UI, CCaaS International - Core Services, CCaaS International - AI Voice Bots, CCaaS Americas - Voice Services, CCaaS Europe - Voice Services

Jul 20, 08:42:00 GMT+0
Investigating - The problem manifests to users of the portal web administration interface by it failing to load beyond the initial blank screen or to load page-specific content when navigating between menus. Contact center agents also see an error message such as “Failed to get voice configuration”, are unable to receive or initiate calls or are faling to load the web application entirely..

Jul 20, 09:23:00 GMT+0
Resolved - This incident has been resolved..

Jul 20, 08:52:00 GMT+0
Identified - The SRE team discovered the fact that a node is unresponsive by noticing the unusual metrics it is exhibiting..

Jul 20, 09:08:00 GMT+0
Identified - The existing pods that were on the unreachable node were moved away from it..

Jul 20, 09:05:00 GMT+0
Identified - The node pool was expanded with an additional node to take over the workload of the unresponsive one..

Jul 20, 09:15:00 GMT+0
Monitoring - Graia team members observed recovered functionality..

Duration: 3 hours and 35 minutes

Affected Components: CCaaS International - AI Voice Bots, CCaaS Americas - Voice Services, CCaaS Europe - Voice Services

Jun 24, 12:05:25 GMT+0
Identified - Dear Customer, We would like to inform you that on 28-06-2026 there will be a scheduled maintenance window for applying software patches on the Graia CCaaS Voice components. Graia International: 28-06-2026 | 03:00 UTC | 2 h During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your understanding. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Jun 28, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 28, 06:34:45 GMT+0
Completed - Dear Graia Customer, We would like to inform you that we have completed the scheduled maintenance for Graia International. To benefit immediately from the new changes please refresh your browser with CTRL+F5. The latest release notes will be available at <https://docs-ccaas.graia.ai/releasenotes/release%5Fnotes.html> Kind Regards, GraiaTeam.

Duration: 12 minutes

Affected Components: CCaaS Europe - Voice Services

Jun 8, 14:05:00 GMT+0
Monitoring - Recovery actions were initiated to restore service..

Jun 8, 14:09:00 GMT+0
Resolved - Follow-up testing confirmed that voice services had returned to normal operation..

Jun 8, 13:57:00 GMT+0
Investigating - Automated monitoring detected the issue and generated an alert..

Jun 8, 14:03:00 GMT+0
Identified - Test calls confirmed an issue affecting voice call processing on the impacted server..

Jun 9, 14:00:00 GMT+0
Postmortem - The incident was caused by a software defect within a third-party voice gateway component that was triggered under specific high-load conditions. When the defect was triggered, the affected voice server was no longer able to process call-related activities correctly, resulting in disruption to voice client connectivity, call control functions, and audio handling for impacted calls Service was restored following recovery actions on the affected voice server Corrective Action Plan: Improvements to the Call Probing Implementation Deploy new Voice Gateway version 20.20.0 GA on QA Enable Active-Active Voice Gateway functionality on QA Deploy new Voice Gateway version 20.20.0 GA on Production Enable Active-Active Voice Gateway functionality on Production for Instance 5-6.

Duration: 14 days and 17 minutes

Affected Components: CCaaS Europe - Voice Services

Jun 8, 11:39:00 GMT+0
Identified - Test calls confirmed an issue affecting voice call processing on the impacted server..

Jun 8, 11:40:00 GMT+0
Monitoring - Recovery actions were initiated to restore service..

Jun 8, 11:29:00 GMT+0
Investigating - One of the EU region voice servers began reporting error conditions..

Jun 8, 11:46:00 GMT+0
Resolved - Follow-up testing confirmed that voice services had returned to normal operation..

Duration: 14 minutes

Affected Components: CCaaS Europe - Voice Services

Jun 5, 08:54:00 GMT+0
Resolved - Follow-up testing confirmed that voice services had returned to normal operation..

Jun 5, 08:40:00 GMT+0
Investigating - One of the EU region voice servers began reporting error conditions..

Jun 5, 08:49:00 GMT+0
Identified - Test calls confirmed an issue affecting voice call processing on the impacted server..

Jun 5, 08:50:00 GMT+0
Monitoring - Recovery actions were initiated to restore service..

Jun 9, 14:00:00 GMT+0
Postmortem - The incident was caused by a software defect within a third-party voice gateway component that was triggered under specific high-load conditions. When the defect was triggered, the affected voice server was no longer able to process call-related activities correctly, resulting in disruption to voice client connectivity, call control functions, and audio handling for impacted calls Service was restored following recovery actions on the affected voice server Corrective Action Plan: Improvements to the Call Probing Implementation Deploy new Voice Gateway version 20.20.0 GA on QA Deploy new Voice Gateway version 20.20.0 GA on Production Enable Active-Active Voice Gateway functionality on QA Enable Active-Active Voice Gateway functionality on Production.

Duration: 2 hours and 37 minutes

Affected Components: CCaaS International - AI Voice Bots, CCaaS Americas - Voice Services, CCaaS Europe - Voice Services

May 30, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

May 30, 05:37:00 GMT+0
Completed - Maintenance has completed successfully..

May 30, 03:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 30-05-2026 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 30-05-2026 | 03:00 UTC | 3 h During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your understanding. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Duration: 30 minutes

Affected Components: CCaaS International - AI Voice Bots, CCaaS Americas - Voice Services, CCaaS Europe - Voice Services

May 26, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

May 26, 19:30:00 GMT+0
Completed - Maintenance has completed successfully.

May 26, 19:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that tonight, on 26-05-2026 there will be a scheduled urgent maintenance window to perform a preparatory action on some of the Graia CCaaS Voice components. Graia International: 26-05-2026 | 19:00 UTC | 30 min During this time we anticipate a potential voice service interruption while the intervention unfolds. However, this will not affect all customers and we will strive to do the effective part of the intervention at a moment when there are no calls on the individual systems. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia CCaaS Team.

Duration: 13 minutes

Affected Components: CCaaS Europe - Voice Services

May 22, 14:48:00 GMT+0
Resolved - This incident has been resolved..

May 22, 14:35:00 GMT+0
Investigating - Agents began observing symptoms of unresponsive or silent calls..

May 22, 14:46:00 GMT+0
Identified - A telephony service on one of the EU customer virtual machines experienced a software crash. Automatic recovery restarted the affected service..

May 22, 14:47:00 GMT+0
Monitoring - The first successful call from the recovered service was observed..

May 28, 14:00:00 GMT+0
Postmortem - The incident was caused by a third-party voice gateway component becoming overloaded under specific high-load conditions. This overload triggered a software defect in the component, leading to worker thread conflicts. As a result, voice client connectivity for affected calls was disrupted, causing loss of call control and audio handling failures. Corrective Action Plan: Call Probing Implementation Automated Stuck Call Handling.

Duration: 18 minutes

Affected Components: CCaaS Europe - Voice Services

May 19, 11:50:00 GMT+0
Investigating - Agents began reporting symptoms of unresponsive or silent calls..

May 19, 12:02:00 GMT+0
Identified - A telephony service on one of the EU customer virtual machines experienced a software crash. Automatic recovery restarted the affected service..

May 19, 12:03:00 GMT+0
Monitoring - Successful outbound call from the recovered service was observed..

May 19, 12:08:00 GMT+0
Resolved - Agents continued to experience effects from calls that were already active during the incident (e.g. calls stuck, no audio, inability to end or retrieve calls). New calls established after recovery were handled normally..

May 21, 14:00:00 GMT+0
Postmortem - The incident was caused by a third-party voice gateway component becoming overloaded under specific high-load conditions. This overload triggered a software defect in the component, leading to worker thread conflicts. As a result, voice client connectivity for affected calls was disrupted, causing loss of call control and audio handling failures. Corrective Action Plan: Call Probing Implementation Automated Stuck Call Handling .

Duration: 1 hour and 37 minutes

Affected Components: CCaaS Europe - Voice Services

May 9, 12:23:00 GMT+0
Investigating - We are currently investigating the reported incident that some customers are unable to handle inbound voice calls. This is affecting all agents of the affected customers but only customers hosted on one of our voice server instances..

May 9, 13:00:00 GMT+0
Identified - Tenants hosted on the affected voice instance were moved to the secondary instance while the investigation continues..

May 9, 13:33:00 GMT+0
Monitoring - We recovered the affected voice instance and performed test calls. The condition causing the service disruption was identified, and successful test calls after moving a test tenant back to the original instance confirmed that the instance was operating normally again..

May 9, 14:00:00 GMT+0
Resolved - This incident has been resolved. As a precaution, tenants continue to run on the secondary voice instance until the root cause analysis can be completed..

May 12, 09:36:46 GMT+0
Postmortem - The incident was caused by a low-level third-party voice gateway component becoming overloaded, resulting in loss of voice client connectivity for agents. Initial analysis indicates a potential software bug in the affected component related to worker thread collisions under a specific combination of call load conditions. Although warning logs were generated by the affected service, the monitoring system did not detect the condition in time due to vendor-introduced log syntax changes that no longer matched the existing monitoring pattern. Corrective action plan: * Finalize voice gateway component bug assessment and apply fixes. * Update and validate monitoring rules for the new log entry syntax..

Duration: 1 hour and 9 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - AI Email Bots, CCaaS International - Reporting & Wallboard, CCaaS International - Scripting, CCaaS international - AI Chat Bots, CCaaS International - AI Voice Bots, CCaaS Americas - Voice Services, CCaaS International - Email Services, CCaaS International - Chat & Social Media, CCaaS International - Admin Portal, CCaaS International - Agent UI, CCaaS International - Core Services, CCaaS International - Contact Expert Chat Services, CCaaS Custom Connectors to Cisco

Apr 22, 19:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that tonight, on 22-04-2026 there will be a scheduled emergency maintenance window for performing corrective or preventive actions on the Graia CCaaS Voice components. Graia International: 22-04-2026 | 19:00 UTC | 30 min During this time we anticipate potential voice service interruptions while the intervention unfolds. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia CCaaS Team.

Apr 22, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 22, 20:08:53 GMT+0
Completed - Dear Graia Customer, We would like to inform you that we have completed the scheduled maintenance for Graia International. To benefit immediately from the new changes please refresh your browser with CTRL+F5. Kind Regards, GraiaTeam.

Duration: 1 hour and 38 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - Agent UI

Apr 22, 05:37:00 GMT+0
Investigating - Some customers are seeing that they cannot receive/make calls or that agents cannot end ongoing ones. We’re aware of the issue and are working on it urgently. We’re really sorry to be holding you up today! Please know our teams are working hard to get everything up and running, and we will update you as soon as possible with the latest information..

Apr 22, 06:01:00 GMT+0
Identified - We identified the problem and have started working on recovering functionality..

Apr 22, 06:10:00 GMT+0
Monitoring - We recovered functionality of the affected service and are continuing to monitor the system..

Apr 22, 07:15:00 GMT+0
Resolved - The incident will now be considered closed with the root cause to be announced when we conclude the investigation. In our status page's terms, this will come as a 'Postmortem' update to the incident..

May 4, 08:51:03 GMT+0
Postmortem - The issue was caused by a backlog in the voice processing layer, which led to internal call queues becoming saturated. As a result, new calls could not be established, and existing sessions could not be properly terminated. Further investigation showed that this condition was triggered by a recently deployed minor version update to a third-party telephony component within the voice server (applied during the maintenance window on April 18, 2026). This version exhibited stability issues when handling higher call volumes, leading to the observed behaviour. Corrective action plan: Rollback to the previous stable version of the voice server software. .

Duration: 1 hour and 37 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - Agent UI

Apr 21, 10:15:00 GMT+0
Monitoring - We recovered functionality of the affected service and are continuing to monitor the system..

Apr 21, 11:26:43 GMT+0
Resolved - The incident will now be considered closed with the root cause to be announced when we conclude the investigation. In our status page's terms, this will come as a 'Postmortem' update to the incident..

Apr 21, 09:50:00 GMT+0
Investigating - Some customers are seeing that they cannot receive/make calls or that agents cannot end ongoing ones. We’re aware of the issue and are working on it urgently. We’re really sorry to be holding you up today! Please know our teams are working hard to get everything up and running, and we will update you as soon as possible with the latest information..

May 4, 08:50:11 GMT+0
Postmortem - The issue was caused by a backlog in the voice processing layer, which led to internal call queues becoming saturated. As a result, new calls could not be established, and existing sessions could not be properly terminated. Further investigation showed that this condition was triggered by a recently deployed minor version update to a third-party telephony component within the voice server (applied during the maintenance window on April 18, 2026). This version exhibited stability issues when handling higher call volumes, leading to the observed behaviour. Corrective action plan: Rollback to the previous stable version of the voice server software. .

Duration: 8 days, 16 hours and 12 minutes

Affected Components: CCaaS International - AI Email Bots, CCaaS International - Reporting & Wallboard, CCaaS International - Scripting, CCaaS Americas - Voice Services, CCaaS international - AI Chat Bots, CCaaS International - AI Voice Bots, CCaaS Europe - Voice Services, CCaaS International - Email Services, CCaaS International - Chat & Social Media, CCaaS International - Admin Portal, CCaaS International - Agent UI, CCaaS International - Core Services, CCaaS International - Contact Expert Chat Services, CCaaS Custom Connectors to Cisco

Apr 18, 03:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 18-04-2026 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 18-04-2026 | 03:00 UTC | 3 h During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your understanding. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Apr 18, 03:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 18, 06:28:11 GMT+0
Completed - Dear Graia Customer, We would like to inform you that we have completed the scheduled maintenance for Graia International. To benefit immediately from the new changes please refresh your browser with CTRL+F5. The latest release notes will be available at <https://docs-ccaas.graia.ai/releasenotes/release%5Fnotes.html> Kind Regards, GraiaTeam.

Duration: 33 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services, CCaaS International - AI Voice Bots

Apr 11, 03:00:00 GMT+0
Completed - Maintenance has completed successfully..

Apr 11, 06:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that Saturday, on 11-04-2026 there will be a scheduled emergency maintenance window for performing corrective or preventive actions on the Graia CCaaS Voice components. Graia International: 11-04-2026 | 03:00 UTC | 20 min During this time we anticipate voice service interruptions while the intervention unfolds. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia CCaaS Team.

Duration: 3 hours and 30 minutes

Affected Components: CCaaS Europe - Voice Services

May 4, 09:37:26 GMT+0
Postmortem - The incident was caused by the number of concurrent active calls across tenants exceeding the capacity of a micro-service responsible for temporary call state storage. This situation was triggered by an unexpectedly high-volume campaign workload from a tenant, contributing to a significant increase in overall system load. While the underlying voice infrastructure had sufficient capacity to handle the traffic, the supporting micro-service reached its storage limit. This resulted in a processing blockage that prevented calls from being fully established. Corrective action plan: Migrate voice instance state storage from in-memory grain storage to blob-based storage.

Apr 6, 11:15:00 GMT+0
Investigating - The System Reliability Engineering (SRE) team was alerted by the Geomant Helpdesk following a report from a partner that inbound calls were not reaching agents..

Apr 6, 11:52:00 GMT+0
Investigating - After initial checks, SRE rebooted the first affected voice instance and performed test calls. The system did not recover. During the reboot, all Graia tenants were automatically failed over to the secondary instance..

Apr 6, 14:20:00 GMT+0
Monitoring - The underlying process responsible for the blockage was identified and stopped..

Apr 6, 12:07:00 GMT+0
Investigating - A broader system investigation observed an unusually high volume of outbound calls initiated by a campaign-based tenant, which was noted as a potential contributing factor and investigated further..

Apr 6, 13:30:00 GMT+0
Identified - A blockage in the call processing flow was identified, and remediation steps were initiated.

Apr 6, 13:43:00 GMT+0
Monitoring - The blockage was cleared, and calls began to be successfully processed. Monitoring continued..

Apr 6, 13:57:00 GMT+0
Monitoring - The blockage reoccurred, again impacting call handling..

Apr 6, 12:40:00 GMT+0
Investigating - Senior members of the development team were engaged for further investigation..

Apr 6, 14:45:00 GMT+0
Resolved - This incident has been resolved..

Duration: 1 hour and 50 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - AI Voice Bots

Apr 1, 11:05:00 GMT+0
Identified - One of our voice servers suffered from having a full virtual drive which prevented it from accepting calls. During the time while the incident was ongoing, this voice server replied with an error response to any inbound SIP INVITE requests. .

Apr 1, 11:15:00 GMT+0
Monitoring - We moved all Graia CCaaS tenants to an alternative voice server of the affected server group..

Apr 1, 12:55:00 GMT+0
Resolved - This incident has been resolved..

Apr 2, 14:19:21 GMT+0
Postmortem - The incident was caused by a transient issue following a recent upscale of the affected voice instance to a higher tier (performed the previous night). Post-upgrade validation (test calls and log checks) did not reveal any issues, and all other instances operated normally. Corrective action plan: 1\. Extend criteria of automatic fail-over in case of secondary disk mount failures 2\. Enhance post-scaling validation 3\. Verify SIP routing logic on Customer/Partner side to handle 5xx and 6xx SIP responses.

Duration: 3 hours and 39 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - AI Voice Bots

Mar 31, 16:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that tonight, on 31-03-2026 there will be a scheduled emergency maintenance window for performing preventive actions on the Graia CCaaS Voice components. Graia International: 31-03-2026 | 19:00 UTC | 1 h During this time we anticipate potential voice service interruptions while the intervention unfolds. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia CCaaS Team.

Mar 31, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 31, 19:39:01 GMT+0
Completed - Maintenance has completed successfully..

Duration: 2 hours and 9 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services, CCaaS International - AI Voice Bots

Mar 21, 06:06:08 GMT+0
Completed - The maintenance has been completed.

Mar 21, 04:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 21-03-2026 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 21-03-2026 | 04:00 UTC | 2 h During this time all components will be operational, but we do anticipate short voice service interruptions during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Affected Components: CCaaS Europe - Voice Services, CCaaS International - AI Voice Bots

Mar 10, 13:10:00 GMT+0
Investigating - On 2026-03-10 between 13:10 - 13:25 UTC one of our virtual machines was temporarily unavailable for service due to an unplanned redeployment by Microsoft Azure that was necessary because of the host physical machine's failure. We apologize for any inconveniences this may have caused. Summary from Microsoft Azure: We're sorry, your virtual machine isn't available and it is being redeployed due to an unexpected failure on the host server. Azure has begun the auto-recovery process and is currently starting the virtual machine on a different host..

Mar 10, 13:55:38 GMT+0
Investigating - Relevant DevOps workitems: Task 148105: GMNT#2026031010000221 — Complete failure Graia.

Duration: 1 hour

Mar 7, 04:00:00 GMT+0
Identified - Dear Graia Customer, We would like to inform you that on 07.03.2026 there will be a scheduled maintenance window to improve our voice service infrastructure. Graia Europe: 07.03.2026 | 04:00 UTC | 1 h During this time all components will be operational, but we do anticipate a short service interruption during key moments of the intervention. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia CCaaS Team.

Mar 7, 06:07:21 GMT+0
Identified - The maintenance has been completed.

Duration: 2 hours

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services, CCaaS International - AI Voice Bots

Feb 21, 04:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 21-02-2026 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 21-02-2026 | 04:00 UTC | 2 h During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Feb 21, 06:07:03 GMT+0
Identified - The maintenance has been completed.

Affected Components: CCaaS International - Agent UI

Feb 5, 10:30:00 GMT+0
Investigating - Dear customer, We have noticed degraded performance on our Agent UI where customers report delayed reactions from the interface. We are currently investigating this issue and will come back soon with an update on the matter. Thank you, Graia team.

Feb 5, 11:47:15 GMT+0
Resolved - We are closing this incident as the reported problems have been resolved. This has confirmed by not only our own tests and monitoring but also from several of our customers who had originally reported the fault. We will continue by investigating the root cause to prevent this issue in future. Thank you for your understanding, Graia Team.

Feb 5, 11:15:20 GMT+0
Investigating - Relevant DevOps work items: Incident 145656: AUI frozen, stuck in a loop.

Feb 5, 11:13:17 GMT+0
Investigating - The incident seems to have manifested mainly in the context of inbound calls which is now subsiding after a quick intervention. We are continuing to monitor and test the system..

Duration: 3 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS International - AI Voice Bots

Jan 31, 04:40:18 GMT+0
Identified - The maintenance has been completed.

Jan 31, 04:39:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 31-01-2026 there will be a short scheduled maintenance window to apply innovations on two of our voice servers which server a minority of our customer. Therefore, most will not be affected at all. Even those who are hosted on the two affected servers, the maintenance window will be short and has been specifically scheduled for this time slot when usually there are no active calls. Graia International: 31-01-2026 | 04:00 UTC | 30 min Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia CCaaS Team.

Jan 31, 04:39:00 GMT+0
Identified - The maintenance has been started.

Duration: 2 hours and 30 minutes

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services, CCaaS International - AI Voice Bots

Jan 24, 04:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 24-01-2026 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 24-01-2026 | 04:00 UTC | 2 h 30 min During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Duration: 1 hour

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services, CCaaS International - AI Voice Bots

Jan 17, 14:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 17-01-2026 there will be a scheduled maintenance window for performing corrective or preventive actions on the Graia CCaaS Voice components. Graia International: 17-01-2026 | 14:00 UTC | 1 h During this time we anticipate potential voice service interruptions while the intervention unfolds. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia CCaaS Team.

Affected Components: CCaaS Europe - Voice Services

Jan 16, 13:00:00 GMT+0
Investigating - We are currently investigating reports of problems mainly with voice channels. We apologize for the inconveniences caused and are attempting to resolve them as soon as possible.

Jan 21, 08:21:30 GMT+0
Investigating - Relevant DevOps workitems: Task 144208: GMNT#2026011610000213 — Urgent Request - System Performance Issues Task 144172: GMNT#2026011610000115 — Hiba - Hajdu Ádám Task 144185: GMNT#2026011610000124 — Contact Number Task 144189: GMNT#2026011610000161 — FW: Issues with idle agents but calls waiting.

Jan 16, 17:03:58 GMT+0
Resolved - Following an extensive troubleshootig session, our team found that there was a faulty node of our containarized infrastructure in which a lot of services were in a restart loop. The team isolated the faulty node following this up by its replacement with healthy one that no longer exhibits the behavior that was causing problems..

Affected Components: CCaaS Europe - Voice Services, CCaaS International - Agent UI, CCaaS International - AI Voice Bots

Jan 9, 14:19:00 GMT+0
Investigating - A few customers have reported that some agents are intermittently unable to accept inbound calls because the green Accept button is missing from the Agent UI. We are actively investigating this issue and working to identify the root cause as a priority..

Jan 21, 08:22:14 GMT+0
Investigating - Relevant DevOps workitem: Incident 143761: Agent UI: Missing answering button.

Jan 10, 13:11:21 GMT+0
Resolved - The incident has been resolved.

Jan 9, 16:39:18 GMT+0
Investigating - The issue affecting Agent UI has been identified and successfully resolved following corrective actions applied to the underlying services. The voice environment is now operating normally, and no further impact is currently observed. We will continue to monitor the system to ensure ongoing stability. Thank you for your patience and cooperation..

Jan 9, 15:06:39 GMT+0
Investigating - We have identified the likely cause and are currently testing a fix to ensure it fully resolves the issue. Thank you for your continued patience, another update will be shared shortly..

Duration: 2 hours

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services, CCaaS International - AI Voice Bots

Dec 6, 04:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 06-12-2025 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 06-12-2025 | 04:00 UTC | 2 h During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Dec 6, 07:05:06 GMT+0
Identified - The maintenance has been completed.

Dec 6, 06:14:24 GMT+0
Identified - We need to extend this maintenance window but will close it as soon as we can..

Affected Components: CCaaS Europe - Voice Services

Nov 24, 07:15:00 GMT+0
Investigating - Dear customer, A partial outage was discovered that impacted incoming calls for a few customers. Our team has resolved the issue, and the service has been fully re-established. We apologize for any inconvenience this may have caused. Graia.ai Team.

Nov 27, 09:49:06 GMT+0
Investigating - Related DevOps workitems: Task 141787: Investigate VE EXT3 connector logs Bug 141817: VE Connector unregisters inbound numbers unexpectedly when SignalR client is reconnecting.

Duration: 2 hours

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services, CCaaS International - AI Voice Bots

Nov 22, 04:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 22-11-2025 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 22-11-2025 | 04:00 UTC | 2 h During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Nov 22, 06:21:42 GMT+0
Identified - The maintenance has been completed.

Duration: 1 hour

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services, CCaaS International - AI Voice Bots

Nov 18, 19:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 18-11-2025 there will be a scheduled emergency maintenance window for performing corrective or preventive actions on the Graia CCaaS Voice components. Graia International: 18-11-2025 | 19:00 UTC | 1 h During this time we anticipate potential voice service interruptions while the intervention unfolds. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia CCaaS Team.

Nov 18, 19:49:28 GMT+0
Identified - The maintenance has been completed.

Affected Components: CCaaS International - Agent UI, CCaaS International - Admin Portal

Oct 29, 15:49:00 GMT+0
Investigating - Dear customer, We would like to inform you that, due to Microsoft ongoing service issues, you might experience problems when trying to access the admin portal or the agent UI. We will come back with an update as soon as possible. For reference, please see the incident from the 29th of October 2025: https://azure.status.microsoft/en-us/status/history/ Thank you for understanding. Graia.ai Team.

Oct 30, 09:37:00 GMT+0
Investigating - Microsoft Azure incident link: https://portal.azure.com/#view/Microsoft_Azure_Health/DetailsPage.ReactView/fromDeeplink~/false/index~/0/selectedEventSummary~/%7B%22trackingId%22%3A%22YKYN-BWZ%22%2C%22scope%22%3A%22Subscription%22%2C%22impactedSubscriptions%22%3A%5B%22d9441f55-a3fa-4061-b55b-ca448a0e31b5%22%2C%221179af07-7b6c-4e46-9e2b-03098cf8eed4%22%2C%22dc7b7526-8930-46dd-840a-f25b1a7b885e%22%2C%22b70acbd8-a6dd-4f03-b0ab-03ca408c1186%22%2C%22dcffb1fb-e926-4e1e-bbdb-1894128838b3%22%2C%22d447b22c-e460-48e8-9e28-07fec481a256%22%2C%222cf5c8cb-4ffd-4a24-a4f7-28546d926230%22%2C%2268a8d3a9-b4e7-4d9a-9df8-93cadc1c7c9c%22%2C%223334a0fe-ba9d-45e1-a47f-a39cd936a675%22%2C%22be9ef138-8832-49b7-a8c2-e50ffe747418%22%5D%7D/trackingId/YKYN-BWZ/impactedSubs~/%5B%22d9441f55-a3fa-4061-b55b-ca448a0e31b5%22%2C%221179af07-7b6c-4e46-9e2b-03098cf8eed4%22%2C%22dc7b7526-8930-46dd-840a-f25b1a7b885e%22%2C%22b70acbd8-a6dd-4f03-b0ab-03ca408c1186%22%2C%22dcffb1fb-e926-4e1e-bbdb-1894128838b3%22%2C%22d447b22c-e460-48e8-9e28-07fec481a256%22%2C%222cf5c8cb-4ffd-4a24-a4f7-28546d926230%22%2C%2268a8d3a9-b4e7-4d9a-9df8-93cadc1c7c9c%22%2C%223334a0fe-ba9d-45e1-a47f-a39cd936a675%22%2C%22be9ef138-8832-49b7-a8c2-e50ffe747418%22%5D/scope/Subscription.

Oct 29, 20:16:14 GMT+0
Investigating - UPDATE 5: We have been seeing the web interfaces (admin portal and agent UI) loading reliably for the past approx. 1 hour. With this, the incident can be considered resolved..

Oct 29, 19:15:45 GMT+0
Investigating - UPDATE 4: At this stage, we anticipate full mitigation within the next four hours as Microsoft continues to recover nodes. This means we expect recovery to happen by 23:20 UTC on 29 October 2025. We will provide another update on our progress within two hours, or sooner if warranted..

Oct 29, 19:14:21 GMT+0
Investigating - UPDATE 3: We have now started to see positive responses when loading the admin portal and agent UI of Graia..

Oct 29, 18:00:26 GMT+0
Investigating - UPDATE 2: The rollback procedure has was initiated and is expected to be fully deployed in about 30 minutes after which we can expect to see signs of recovery..

Oct 29, 17:54:21 GMT+0
Investigating - UPDATE: Microsoft have identified the event that triggered the problem and are now working on rolling back to the last know good state. An ETA for when the rollback will be completed was not yet given, but the next update was estimated to come within the next 30 minutes..

Duration: 2 hours

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services

Oct 25, 03:00:00 GMT+0
Identified - Dear Customer, We would like to inform you that on 25-10-2025 there will be a scheduled maintenance window for applying security patches on the Graia CCaaS Voice components. Graia International: 25-10-2025 | 03:00 UTC | 2 h During this time all components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Graia Team.

Oct 25, 05:11:28 GMT+0
Identified - The maintenance has been completed.

Affected Components: CCaaS International - Agent UI, CCaaS International - Admin Portal

Oct 9, 09:29:00 GMT+0
Investigating - Dear customer, We would like to inform you that, due to Microsoft ongoing service issues, you might experience problems when trying to access the admin portal or the agent UI. We will come back with an update as soon as possible. Thank you for understanding. Graia.ai Team.

Oct 9, 22:00:39 GMT+0
Resolved - The issue was mitigated on Microsoft side. This incident can be closed..

Oct 9, 19:53:00 GMT+0
Investigating - Microsoft states that the issue was resolved on their end. Keeping under observation..

Oct 9, 11:02:32 GMT+0
Investigating - Microsoft acknowledged the issue and is working on mitigating the impact. MS reference number: QNBQ-5W8.

Affected Components: CCaaS International - Email Services

Oct 6, 07:00:00 GMT+0
Investigating - We are experiencing a problem receiving inbound emails at the moment. We are investigating this with high priority. Outbound emails are working..

Nov 25, 09:30:00 GMT+0
Investigating - Related DevOps workitems: Incident 138175: Inbound emails not arriving into Graia Bug 136453: emailbots pod using 3.3 GiB.

Oct 8, 09:42:00 GMT+0
Investigating - Root Cause: With the release of a bugfix pertaining to the emailbots service, another issue was unfortunately introduced: the “Wait For Customer Reply” email workflow node works in a way that it periodically checks whether the awaited reply has arrived or the timeout reached. If it needs to wait some more, it signals this with delayed queue messages. The introduced bug was that in such cases, the service not only queued a new message but it also requeued the original one. This led to exponential growth of messages in the queue. Because the messages are drained sequentially, newer messages that got introduced after the exponentially duplicated ones were waiting for their turn to be processed. This meant the email conversations were stuck at a point in their workflow that required the processing of messages in the queue..

Oct 6, 20:29:02 GMT+0
Investigating - The incident has been resolved.

Duration: 2 hours

Affected Components: CCaaS Europe - Voice Services

Oct 5, 18:04:35 GMT+0
Identified - The maintenance has been completed.

Oct 5, 17:00:00 GMT+0
Identified - Dear Buzzeasy Customer, We would like to inform you that on 05-10-2025 there will be a scheduled maintenance window for performing corrective actions on some Buzzeasy Voice components. Buzzeasy EU: 5-10-2025 | 17:00 UTC | 2 h During this time we anticipate a few voice service interruptions while the intervention unfolds. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Buzzeasy Team.

Duration: 1 hour

Affected Components: CCaaS Europe - Voice Services

Sep 28, 15:00:00 GMT+0
Identified - Dear Buzzeasy Customer, We would like to inform you that on 28-09-2025 there will be a scheduled maintenance window for performing corrective actions on some Buzzeasy Voice components. Buzzeasy EU: 28-09-2025 | 15:00 UTC | 1 h During this time we anticipate a few voice service interruptions while the intervention unfolds. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Buzzeasy Team.

Duration: 2 hours

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services

Sep 20, 03:00:00 GMT+0
Identified - Dear Buzzeasy Customer, We would like to inform you that on 20-09-2025 there will be a scheduled maintenance window for applying security patches on the Buzzeasy Voice components. Buzzeasy International: 20-09-2025 | 03:00 UTC | 2 h During this time all Buzzeasy components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Buzzeasy Team.

Sep 20, 05:58:15 GMT+0
Identified - The maintenance has been completed.

Affected Components: CCaaS International - Agent UI, CCaaS International - Admin Portal

Aug 28, 08:38:00 GMT+0
Investigating - Root cause: A number of unusually long-running calls (10+ hours) produced files that when needing to be processed, due to their sheer size, occupied the services of a component that is also involved in loading the web interfaces. The files are usually small enough to be handled in the matter of less than a seconds. However, the oversized files kept the service occupied for longer resulting in delays in loading the web interfaces. Prevention: We cleared the files that were causing the issue and to prevent this situation in future, we are introducing a conversation duration limit for voice calls. Regards, Graia team.

Nov 27, 12:04:50 GMT+0
Investigating - Related DevOps workitems: Incident 135456: Graia Portal is not loading Product Backlog Item 135490: Make sure Portal can function even if recording manager is down.

Aug 29, 08:57:25 GMT+0
Investigating - 3 calls on 2 different tenants (MPLUS Turkey and Geomant SI Test) of the production system had been stuck in the active state for an extremely long time (10+ hours). These calls had also been recorded generating files exceeding 1 GB in size. When the recording-manager service tried to process these recordings which involved loading them into memory, the maximum allowed memory usage was reached and crashed the service making it have to restart each time this happened..

Aug 28, 13:06:17 GMT+0
Investigating - The incident has been resolved.

Aug 28, 13:01:50 GMT+0
Investigating - We have resolved the problem that was affecting our we interfaces' availability. Furthermore, we have been monitoring the pertinent service and noticed no more relapses in the past 1.5 hours. This incident is now closing. We apologize for the interruption..

Aug 28, 09:40:04 GMT+0
Investigating - We are still experiencing issues with the Graia admin portal. Some users may encounter slow or infinite loading. Our team is actively investigating and working on a fix. We’ll provide further updates as soon as possible..

Aug 28, 08:54:57 GMT+0
Investigating - The problem has been resolved and we're continuing to monitor the system for potential relapses..

Duration: 2 hours

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services

Aug 23, 04:55:03 GMT+0
Identified - The maintenance has been completed.

Aug 23, 03:00:00 GMT+0
Identified - Dear Buzzeasy Customer, We would like to inform you that on 23-08-2025 there will be a scheduled maintenance window for applying security patches on the Buzzeasy Voice components. Buzzeasy International: 23-08-2025 | 03:00 UTC | 2 h During this time all Buzzeasy components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Buzzeasy Team.

Duration: 1 hour

Affected Components: CCaaS Europe - Voice Services

Aug 7, 17:00:00 GMT+0
Identified - Dear Buzzeasy Customer, We would like to inform you that tonight, on 07-08-2025 there will be a scheduled emergency maintenance window for performing corrective actions on some Buzzeasy Voice components. Buzzeasy International: 07-08-2025 | 17:00 UTC | 1 h During this time we anticipate potential voice service interruptions while the intervention unfolds. However, this maintenance would only affect a couple of our customers and we've selected the timeslot to be well outside the business hours of those customers. Thank you for your understanding and patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Buzzeasy Team.

Aug 7, 19:43:42 GMT+0
Identified - The maintenance has been completed.

Affected Components: CCaaS Europe - Voice Services

Aug 6, 11:20:00 GMT+0
Investigating - Some of our customers would have noticed voice service outage manifesting as agents being put in the RONA state when getting an inbound or initiating an outbound call. We have restored the service and are now investigating the root cause of it..

Nov 27, 12:20:28 GMT+0
Investigating - Related DevOps workitems: Bug 133816: EU Asterisk1 TP PJSIP/Distributor queue is full and TP Stasis/m:rtp queue is full.

Duration: 2 hours

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services

Aug 2, 03:00:00 GMT+0
Identified - Dear Buzzeasy Customer, We would like to inform you that on 02-08-2025 there will be a scheduled maintenance window for applying security patches on the Buzzeasy Voice components. Buzzeasy International: 02-08-2025 | 03:00 UTC | 2 h During this time all Buzzeasy components will be operational, but we do anticipate a short voice service interruption during key moments of the update. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Buzzeasy Team.

Aug 2, 05:59:20 GMT+0
Identified - The maintenance has been completed.

Aug 2, 04:58:20 GMT+0
Identified - We need extend the maintenance window by approx. 30 minutes. Thank you for your patience..

Affected Components: CCaaS Europe - Voice Services, CCaaS Americas - Voice Services

Mar 14, 08:56:00 GMT+0
Investigating - Customers are experiencing problems with getting calls to agents. We're investigating the problem and will come back with updates shortly..

Mar 14, 10:09:50 GMT+0
Investigating - 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.

Mar 14, 10:07:22 GMT+0
Investigating - The incident has been resolved.

Mar 14, 09:22:51 GMT+0
Investigating - We've discovered the cause of the issue and rolled out a hotfix. Calls should be able to reach agents now..