CallPotential experienced a critical incident on May 22, 2025 affecting Contact Center V2, lasting 1d 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 22, 2025, 04:40 PM UTC
We’re currently investigating an issue that is preventing some agents from taking or placing calls. We are working to identify the cause and will share updates as they become available.
- investigating May 22, 2025, 05:05 PM UTC
We are continuing to investigate this issue and have found that, in some cases, agent's queue assignments have been removed from their profile causing calls to not be properly presented to them. We are currently working to reverse this and, as a workaround, you can manually update the queues and reassign the agents by following these instructions if you are not using queue prioritization: https://sparefoot.atlassian.net/wiki/spaces/EC2KB/pages/4230837590/Editing+Call+Queues?atlOrigin=eyJpIjoiNTU5YjkxYzc3ZGE1NGFmZWE4NmI0YzYzMzM0MmVkZGYiLCJwIjoiY29uZmx1ZW5jZS1jaGF0cy1pbnQifQ If you are using queue prioritization, follow these instructions: https://sparefoot.atlassian.net/wiki/spaces/EC2KB/pages/4569170669/Editing+Call+Queues+with+Agent+Prioritization?atlOrigin=eyJpIjoiMDFmNzU1MmY1ZjdlNGFjYzkwZGJiNjAzNDYzMTcyNmQiLCJwIjoiY29uZmx1ZW5jZS1jaGF0cy1pbnQifQ
- identified May 22, 2025, 08:34 PM UTC
We've identified the issue affecting Contact Center inbound and outbound calls and are actively working on a fix. We'll provide another update as soon as we have more details or when the fix is implemented. Thank you for your patience.
- monitoring May 22, 2025, 10:07 PM UTC
The primary cause of the Contact Connect agent login issue has been resolved. Agents should now be able to access the platform without issue. However, as a result of the incident, there may be unintended residual impact to agent queue assignments. If any agents appear to be experiencing issues, we recommend reviewing their configuration settings. Admins can refer to the following guides for assistance. If you are not using queue prioritization: https://sparefoot.atlassian.net/wiki/spaces/EC2KB/pages/4230837590/Editing+Call+Queues?atlOrigin=eyJpIjoiNTU5YjkxYzc3ZGE1NGFmZWE4NmI0YzYzMzM0MmVkZGYiLCJwIjoiY29uZmx1ZW5jZS1jaGF0cy1pbnQifQ If you are using queue prioritization: https://sparefoot.atlassian.net/wiki/spaces/EC2KB/pages/4569170669/Editing+Call+Queues+with+Agent+Prioritization?atlOrigin=eyJpIjoiMDFmNzU1MmY1ZjdlNGFjYzkwZGJiNjAzNDYzMTcyNmQiLCJwIjoiY29uZmx1ZW5jZS1jaGF0cy1pbnQifQ If additional support is needed, please don’t hesitate to reach out to our team at [email protected] - we’re happy to help.
- resolved May 23, 2025, 07:57 PM UTC
This incident has been resolved. Thank you for your patience while we addressed this issue.