CallPotential incident

Callers being disconnected when put on hold

Minor Resolved View vendor source →

CallPotential experienced a minor incident on August 9, 2025 affecting Contact Center V2, lasting 1d 2h. The incident has been resolved; the full update timeline is below.

Started
Aug 09, 2025, 06:32 PM UTC
Resolved
Aug 10, 2025, 08:58 PM UTC
Duration
1d 2h
Detected by Pingoru
Aug 09, 2025, 06:32 PM UTC

Affected components

Contact Center V2

Update timeline

  1. investigating Aug 09, 2025, 06:32 PM UTC

    We are currently looking into an issue regarding callers being disconnected when and agent puts them on hold. At this time we recommend utilizing the Mute button instead of the Hold button. We are not seeing any issues around transfers, this is specific to putting someone on hold. As soon as we have additional information we will share it here.

  2. monitoring Aug 09, 2025, 08:11 PM UTC

    We have resolved the issue regarding calls being put on hold causing the call to disconnect and are monitoring for any outlying issues. If you are still experiencing any problems with the hold functionality please send an email to [email protected] so we can investigate.

  3. resolved Aug 10, 2025, 08:58 PM UTC

    This incident has been resolved.