Avaya Cloud incident

AX Public | Agents Unable to Handle Interactions | Prod-UK Data Center

Major Resolved View vendor source →

Avaya Cloud experienced a major incident on March 26, 2026 affecting Voice - United Kingdom (UK) and Email - United Kingdom (UK) and 1 more component, lasting 22h. The incident has been resolved; the full update timeline is below.

Started
Mar 26, 2026, 10:06 AM UTC
Resolved
Mar 27, 2026, 08:06 AM UTC
Duration
22h
Detected by Pingoru
Mar 26, 2026, 10:06 AM UTC

Affected components

Voice - United Kingdom (UK)Email - United Kingdom (UK)Chat - United Kingdom (UK)Messaging - United Kingdom (UK)

Update timeline

  1. investigating Mar 26, 2026, 10:06 AM UTC

    We are currently investigating an incident. Agents become stuck in status and cannot continue work. The AXP client becomes unresponsive, and agents are unable to: make outbound calls accept inbound calls receive new interactions log out or reset status Inbound calls are not being accepted by agents and are resulting in RONA. This is a service-level issue affecting the multiple agent population. Our teams are actively working to identify the root cause and restore service as quickly as possible. We will provide further updates as more information becomes available.

  2. monitoring Mar 26, 2026, 11:18 AM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Mar 27, 2026, 08:06 AM UTC

    This incident has been resolved.