ccaas-status - Notice history

All systems operational

100% - uptime

CCaaS Europe - Voice Services - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 99.88%

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Nov 2024
Dec 2024
Jan 2025

CCaaS Americas - Voice Services - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
Dec 2024
Jan 2025

CCaaS International - Email Services - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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CCaaS International - Chat & Social Media - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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CCaaS International - Reporting & Wallboard - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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CCaaS International - Admin Portal - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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CCaaS International - Agent UI - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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CCaaS International - Core Services - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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CCaaS International - Contact Expert Chat Services - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
Dec 2024
Jan 2025

CCaaS International - Scripting - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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CCaaS International - AI Voice Bots - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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Jan 2025

CCaaS international - AI Chat Bots - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
Dec 2024
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CCaaS International - AI Email Bots - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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CCaaS Custom Connectors to Cisco - Operational

100% - uptime
Nov 2024 · 100.0%Dec · 100.0%Jan 2025 · 100.0%

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Nov 2024
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Jan 2025

Notice history

View current status

Jan 2025

Undelivered chat messages for a specific customer 2/2
ResolvedDegraded performance15 minutes
  • Update
    UTC
    Update

    Root Cause Communication between CiscoConnector and Cisco was interrupted because the access token used to authenticate communication was considered invalid by one of the parties. CiscoConnector used accompanied its messages with a token that Cisco already considered invalid. For more details, see the RCA document titled "Buzzeasy Root Cause Analysis Report - 2025-01-24 Vivacom undelivered messages.docx"

  • Investigating
    UTC
    Investigating

    Failed chat transfers to Cisco agents and undelivered messages between agent and customer in the case of ongoing conversations. Upon identifying this root cause, the affected connector was restarted thus forcing it to request a new access token from Cisco as part of the boot up process.

Undelivered agent messages for select customer using Cisco connector
ResolvedDegraded performance8 hours 30 minutes
  • Update
    UTC
    Update

    Root Cause Due to the doubling of the underlying resources (all app service connectors were duplicated between the two instances), chat conversations were distributed between the two logical servers. A conversation existed on one server, meaning that when that conversation was referenced on the other server, it could not be found. For more details see the RCA document titled "Buzzeasy Root Cause Analysis Report - 2025-01-25 United Group projects, undelivered agent messages.docx"

  • Investigating
    UTC
    Investigating

    Due to a misconfiguration (human error), the scale-out duplicated the connectors between the two instances instead of distributing them. Troubleshooting took unusually long because initial tests were made with short conversations that did not provide opportunities for the issue to manifest.

JAN25
Buzzeasy Security Patching
CompletedMaintenance2 hours
  • In progress
    January 25, 2025 at 7:57 AMUTC
    In progress
    January 25, 2025 at 7:57 AMUTC

    TThe maintenance has been completed

  • Planned
    January 25, 2025 at 6:00 AMUTC
    Planned
    January 25, 2025 at 6:00 AMUTC

    Dear Buzzeasy Customer, We would like to inform you that on 25-01-2025 there will be a scheduled maintenance window for applying security patches on Buzzeasy's core components. Buzzeasy International: 25-01-2025 | 06:00 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

Voice issues in the EU region
ResolvedPartial outage2 hours 56 minutes
  • Resolved
    UTC
    Resolved

    Some customers reported voice call related issues including agents being immediately put into the RONA state when receiving a call. This was caused by a service queue filling up on one of the PBX servers in the EU high availability pair. The incident was noticed with a delay as the impact of the outage was partial and the secondary server, as it was supposed to, handled a lot of the voice traffic in the mean time.

  • Investigating
    UTC
    Investigating

    Some customers reported voice call related issues including agents being immediately put into the RONA state when receiving a call. This was caused by a service queue filling up on one of the PBX servers in the EU high availability pair. The incident was noticed with a delay as the impact of the outage was partial and the secondary server, as it was supposed to, handled a lot of the voice traffic in the mean time.

Undelivered chat messages for a specific customer 1/2
ResolvedDegraded performance30 minutes
  • Update
    UTC
    Update

    Root Cause Communication between CiscoConnector and Cisco was interrupted because the access token used to authenticate communication was considered invalid by one of the parties. CiscoConnector used accompanied its messages with a token that Cisco already considered invalid. For more details, see the RCA document titled "Buzzeasy Root Cause Analysis Report - 2025-01-24 Vivacom undelivered messages.docx"

  • Investigating
    UTC
    Investigating

    Failed chat transfers to Cisco agents and undelivered messages between agent and customer in the case of ongoing conversations. Upon identifying this root cause, the affected connector was restarted thus forcing it to request a new access token from Cisco as part of the boot up process.

Dec 2024

Realtime team reports holding on to past agent workitems
ResolvedDegraded performance4 hours 40 minutes
  • Resolved
    UTC
    Resolved

    On 17/12/2024 we had a performance issue with our live data processor service that was unable to handle all system messages. This did not affect customer interactions (phone calls, emails, webchat sessions with customers were all delivered to agents), but supervisor reports on Portal Teams report might have shown outdated Workitems (Tasks) on agents' cards or Agent UI showed Agent Performance Dashboard with outdated data. After the internal alerting mechanism triggered an alarm, the wider team got involved and we managed to rectify the fact the there were wrongfully lingering agent tasks on the portal's Teams reports.

  • Investigating
    UTC
    Investigating

    On 17/12/2024 we had a performance issue with our live data processor service that was unable to handle all system messages. This did not affect customer interactions (phone calls, emails, webchat sessions with customers were all delivered to agents), but supervisor reports on Portal Teams report might have shown outdated Workitems (Tasks) on agents' cards or Agent UI showed Agent Performance Dashboard with outdated data. After the internal alerting mechanism triggered an alarm, the wider team got involved and we managed to rectify the fact the there were wrongfully lingering agent tasks on the portal's Teams reports.

DEC14
Buzzeasy Security Patching
CompletedMaintenance2 hours
  • In progress
    December 14, 2024 at 7:59 AMUTC
    In progress
    December 14, 2024 at 7:59 AMUTC

    TThe maintenance has been completed

  • Planned
    December 14, 2024 at 6:00 AMUTC
    Planned
    December 14, 2024 at 6:00 AMUTC

    Dear Buzzeasy Customer, We would like to inform you that on 14-12-2024 there will be a scheduled maintenance window for applying security patches on the Buzzeasy Voice components. Buzzeasy International: 14-12-2024 | 06:00 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

Nov 2024

NOV30
Buzzeasy Security Patching
CompletedMaintenance2 hours
  • In progress
    November 30, 2024 at 7:12 AMUTC
    In progress
    November 30, 2024 at 7:12 AMUTC

    TThe maintenance has been completed

  • Planned
    November 30, 2024 at 6:00 AMUTC
    Planned
    November 30, 2024 at 6:00 AMUTC

    Dear Buzzeasy Customer, We would like to inform you that on 30-11-2024 there will be a scheduled maintenance window for applying security patches on the Buzzeasy Voice components. Buzzeasy International: 30-11-2024 | 06:00 UTC | 2 h During this time all Buzzeasy components will be operational, but we do anticipate a short voice service interruption during a key moment 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

NOV9
Buzzeasy Security Patching
CompletedMaintenance2 hours
  • In progress
    November 09, 2024 at 7:43 AMUTC
    In progress
    November 09, 2024 at 7:43 AMUTC

    TThe maintenance has been completed

  • Planned
    November 09, 2024 at 6:00 AMUTC
    Planned
    November 09, 2024 at 6:00 AMUTC

    Dear Buzzeasy Customer, We would like to inform you that on 09-11-2024 there will be a scheduled maintenance window for applying security patches on the Buzzeasy Voice components. Buzzeasy International: 09-11-2024 | 06:00 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

NOV6
Buzzeasy Europe Voice Maintenance
CompletedMaintenance1 hour
  • In progress
    November 06, 2024 at 3:44 AMUTC
    In progress
    November 06, 2024 at 3:44 AMUTC

    TThe maintenance has been completed

  • Planned
    November 06, 2024 at 3:00 AMUTC
    Planned
    November 06, 2024 at 3:00 AMUTC

    Dear Buzzeasy Customer, We would like to inform you that we have scheduled an urgent maintenance window for 06-11-2024 at 03:00 UTC to perform quality improving maintenance on part of our EU voice systems. We estimate the work to last approximately 1 hour. During this time we anticipate voice service interruption during key phases of the work. Thank you for your patience. If you have any questions, please contact us via the known communication channels. Kind Regards, Buzzeasy Team

Degraded call quality: frequent split-second audio cut-outs
ResolvedDegraded performance4 hours 40 minutes
  • Investigating
    UTC
    Investigating

    Relevant DevOps workitem: Incident 119765: Bad call quality on EXT2-3 ENV

  • Resolved
    UTC
    Resolved

    The incident has been resolved

  • Investigating
    UTC
    Investigating

    We are observing call quality degradation on one of our voice servers. We are investigating the problem and will come back with updates soon.

Degraded call quality: frequent split-second audio cut-outs
ResolvedDegraded performance2 hours 30 minutes
  • Update
    UTC
    Update

    Relevant DevOps workitem: Incident 119765: Bad call quality on EXT2-3 ENV

  • Investigating
    UTC
    Investigating

    Today, between approx. 10:00 - 12:30 UTC some of our customers observed degraded call quality.

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