CINC incident

Network Congestion Causing Delays/Issues with Text and Cell Communications

Minor Resolved View vendor source →

CINC experienced a minor incident on April 8, 2020 affecting Agent Dashboard and CINC for Agents and 1 more component, lasting 7d 2h. The incident has been resolved; the full update timeline is below.

Started
Apr 08, 2020, 02:10 PM UTC
Resolved
Apr 15, 2020, 04:35 PM UTC
Duration
7d 2h
Detected by Pingoru
Apr 08, 2020, 02:10 PM UTC

Affected components

Agent DashboardCINC for AgentsSwitchboard Sarah

Update timeline

  1. investigating Apr 08, 2020, 02:10 PM UTC

    As of April 8th, 2020 - we were made aware of a congestion issue affecting our third-party provider for calls, text messages, and text notifications. Carriers around the world are currently experiencing capacity issues because of the increased demands on their networks due to COVID-19. Most of the reports we've seen so far have primarily come from ATT Wireless, with very occasional reports coming in from Verizon Wireless. The congestion issues typically begin around 9am EST - with the more affected times being each hour and a half mark during morning business hours. We are monitoring the situation via updates provided from our third-party provider and will provide more information as it becomes available.

  2. investigating Apr 08, 2020, 08:21 PM UTC

    We are continuing to investigate this issue.

  3. resolved Apr 15, 2020, 04:35 PM UTC

    This incident has been resolved by out third party provider.