CallRail had 39 outages in the last 2 years totaling 129h 4m of downtime — averaging 1.6 incidents per month.
There were 39 CallRail outages since June 21, 2024 totaling 129h 4m of downtime. Each is summarised below — incident details, duration, and resolution information.
We're currently experiencing issues with incoming call notifications for Lead Center on iOS devices. Android devices are not impacted. The team has identified the issue and a fix is being implemented.
This incident has been resolved.
Apr 7, 22:30 EDT Completed - The scheduled maintenance has been completed. Apr 7, 22:00 EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr 3, 14:49 EDT Scheduled - CallRail will be performing routine scheduled maintenance on Tuesday, April 7th at 10:00pm EDT (02:00 UTC) for 30 minutes. No customer impact is anticipated. Phone calls will continue to route normally throughout the maintenance period.
Mar 2, 08:47 EST Resolved - This incident has been resolved and the report backlog is now empty. Mar 1, 21:32 EST Monitoring - A fix has been implemented. Our monitors are showing latency is drastically reduced and jobs are now working through the queue at a normal rate. We have added additional server capacity to work through these delayed jobs as quickly as possible. Mar 1, 19:55 EST Identified - We are currently experiencing delays in report exports due to degraded performance in our export pipeline. Our engineering team has identified the root cause and is implementing a fix. No reports have been lost. We will continue to provide updates and appreciate your patience.
Feb 3, 16:21 EST Resolved - This issue has been resolved with the vendor, and systems are now operating normally. Feb 3, 16:02 EST Monitoring - We are aware of an upstream vendor issue that is causing intermittent failure of calls to route properly to Voice Assist. These calls are instead falling over to voice mail, and the caller will hear a voice mail greeting. We are monitoring the problem and exploring potential workarounds.
Jan 29, 15:28 EST Resolved - We are no longer seeing transcript latency. This issue has been resolved. Jan 29, 14:18 EST Identified - Transcript delivery latency is recovering. We are continuing to monitor performance and provide updates until fully resolved. Jan 29, 13:44 EST Investigating - We are investigating increased latency in transcript delivery due to an issue with an upstream provider.
Oct 23, 10:39 EDT Resolved - This incident has been resolved. Oct 23, 10:01 EDT Monitoring - A fix has been deployed, and we will continue to monitor. Oct 23, 09:49 EDT Identified - The issue has been identified and a fix is being implemented. Oct 23, 09:40 EDT Investigating - We are currently investigating the degraded performance for lead center outbound calling.
Aug 21, 16:31 EDT Resolved - This issue has been resolved. Caller details are again available. Aug 21, 15:52 EDT Update - We are continuing to monitor this issue. The vendor has deployed a mitigation and we are seeing improvement. Until fully resolved, this issue will continue causing the following impacts for a small percentage of calls: some caller details may be delayed and may show as "unknown" until the vendor issue is resolved We sincerely apologize for any disruption this may cause. Aug 21, 14:52 EDT Investigating - We have identified an issue with an upstream vendor and are actively working with them to mitigate the situation. This issue is causing the following impacts: - some caller details may be delayed and may show as "unknown" until the vendor issue is resolved We sincerely apologize for any disruption this may cause.
Jul 22, 15:40 EDT Resolved - This incident has been resolved and call recordings are posting successfully to HubSpot. Jul 22, 13:24 EDT Investigating - Our HubSpot integration is experiencing an issue with call recordings. Contact data as well as call, text, and form activities are flowing, but recordings are not sending for calls.
Jul 14, 14:51 EDT Resolved - Our third party vendor will continue monitoring for a while, but our services are all functioning as expected. Jul 14, 14:09 EDT Monitoring - The third party provider has resolved their issue and is in monitoring. Our own error rate seems to have recovered, so we believe the issue is resolved, but will continue monitoring for a short time. Jul 14, 12:59 EDT Investigating - We are hearing reports that an upstream carrier may be having trouble resulting in some call routing failures for our Lead Center customers. We are investigating
Jul 2, 16:48 EDT Resolved - The issue has been resolved. Jul 2, 15:33 EDT Monitoring - Fix has been implemented for the issue and we are now monitoring. Jul 2, 15:16 EDT Identified - We have identified the issue and we are currently working on a fix. Jul 2, 15:03 EDT Investigating - There is currently an issue with text conversations not loading in the timeline. We are investigating the issue.
May 28, 11:23 EDT Resolved - This incident has been resolved. May 28, 11:05 EDT Monitoring - Our monitoring indicates that the previously reported errors are now clearing. We are continuing to observe the situation closely to confirm full resolution. May 28, 09:45 EDT Identified - Our monitoring indicates disruption to the APIs used by our Facebook Integration. Customers using CallRail's Facebook Integration may experience degraded service or intermittent failures due to issues with the upstream provider, including delayed conversion reporting data and missing or incorrect CPL, keyword, and campaign data. Customers may also experience issues configuring or authorizing the Facebook Integration on CallRail's platform. We are closely monitoring the fix and will report when service is restored for all customers.
We have been made aware of a change in format for the session cookie issued by Google Analytics (GA4) that is causing events to be passed without standard GA4 attribution data. This impacts calls and texts to website pools as well as form submissions that are sent to GA4 via our integration. These events will show in report with attribution data of "not set" and default channel grouping of "undefined". In-app reporting and other integrations are not impacted.
The issue is now resolved. Note that due to GA processing times, you may need to wait until tomorrow (5/14) to see this reflected in your reports.
We are investigating reports of API users recieving 500 Internal Server errors. No other functionality should be impacted. Calls are continuing to route.
This incident has been resolved. All functionality has been restored.
We are investigating delays with report exports completing. The reports are loading and are viewable in the application.
Our engineering team identified the cause of the slow report exports and have added additional capacity to mitigate the export issues. We are monitoring the system and will continue to make updates as they become available.
This incident has been resolved.
We are aware of an issue causing the iOS app to remain in a loading state for some users. Reinstalling the app has been effective in resolving these cases. Our team is actively monitoring the situation to ensure a complete resolution.
This incident has been resolved.
We are currently investigating an issue that is causing the receipt of caller ID information to be delayed. Caller names may display as "Unavailable" in Lead Center, the call and text activity logs, and in reports. Call routing is not impacted.
We have identified that this issue is caused by a downstream provider and we are working with them to resolve this issue. In the meantime, all calls are routing correctly although caller identification data may be missing. We will continue to monitor and work with our provider to fix this issue as quickly as possible.
The issue with our downstream provider has been resolved and caller ID information is no longer delayed. Current/in-progress calls will display the expected information. Prior calls that were received while the incident may still show as "Unavailable", but we will backfill any missing data.
We are investigating reports of some dropped calls for Google Ads Call Details Forwarding to CallRail trackers. Other calls are routing correctly and reporting and access to CallRail are unaffected.
We have identified the root cause of this issue and are working to resolve it.
Google Ads Call Details Forwarding calls should now be returning to normal. Though we will continue to monitor this to ensure the issue has been fully resolved.
This issue has been resolved.
We're aware of an issue with exporting the Call Log. Our engineers are working diligently to identify the issue. We will make updates as they become available. Thank you for your patience.
We've identified the cause of the Call Log export and our engineers are working on a resolution. We will continue to make updates as they become available.
Our team is diligently pursuing solutions for the reported issue. We will continue to provide regular updates on our progress.
A fix has been implemented and we are monitoring the results. We appreciate your continued patience.
This incident has been resolved.
We're currently investigating call routing failures affecting a small portion of calls. Our team is actively working to identify the root cause and restore full functionality. We will provide updates as we learn more.
We have identified an issue with an upstream vendor that is impacting call routing for some customers. We are actively working with them to mitigate the situation. We sincerely apologize for any disruption this may cause.
A fix has been implemented and we're observing normal call routing performance.
This incident has been resolved.