Summary of Issue: Some calls might have not been routed to the available agents through the IVRs. The incident was confirmed to be sporadic and impacted a small subset of accounts.
Business Impact: None - All services are running as expected.
Technical Details: Our engineering team found an issue where some calls were not being routed through the IVRs to logged-in Contact Center agents. We have mitigated the issue and all users are able to receive calls through the IVRs as expected. If you still have trouble, try logging out and logging back into the application. Please contact Support directly if you continue to experience any further issues.
Posted Apr 24, 2024 - 14:34 EDT
Investigating
Summary of issue: Some calls may not be routed to available agents through the IVRs.
Business impact: Some logged in Contact Center users may be not able to receive incoming calls coming through their IVRs.
Technical details Our System Administration team had identified and issue with some calls not coming through the IVRs to logged in Contact Center users. Team is working to resolve the issue affecting IVR routing. We will provide updates as soon as more information is available.
Posted Apr 24, 2024 - 10:20 EDT
This incident affected: High Availability Services (Queueing Services).