Convoso had 45 outages in the last 2 years totaling 259h 57m of downtime — averaging 1.8 incidents per month.
There were 45 Convoso outages since July 18, 2024 totaling 259h 57m of downtime. Each is summarised below — incident details, duration, and resolution information.
We have identified an issue with a subset of numbers that are being used for the sending of SMS failing and displaying the error "Not registered with the TCR" when they are registered properly. This will be addressed with a code release after hours on 07/07/2026.
This incident has been resolved.
We have received multiple reports from our clients that a subset of agents are experiencing Forced Pauses on the Agent Monitor. We are urgently investigating this.
Network connectivity appears stable at present. We are continuing to closely monitor.
We have verified network connectivity, and our backbone provider is fully operational. We apologize for this incident. Reporting clients will receive an RFO in due course.
We have identified that users may be seeing a 500 error when attempting to access both the agent and admin UIs. This is a high-priority issue and we are urgently working on a resolution. Reports also include the dialer not placing outbound calls for some clients.
Our Engineering team has restored service for many clients who can now login to Agent and Admin UI and outbound calls are being placed properly. We are continuing to investigate a small subset still affected.
We have confirmed the issue as resolved for all clients. We would like to take this opportunity to apologize for the disruption to your business. Also, we are acutely aware of the impact and worked as quickly as possible to restore full functionality. Thank you for your patience and understanding.
We have identified that users may be seeing a 500 error attempting to access both the agent and admin UIs. This is a high priority issue and we are urgently working on a resolution.
This issue should be resolved but we are closely monitoring to validate full resolution.
At this time we have confirmed that the issue was resolved with the prior update and will be closing out this notice. Customers who reported impact will receive an RFO as soon as possible. We apologize for the inconvenience and appreciate your patience as we worked urgently to resolve this.
Our team is aware of a delay with last night's FTP pushes for call recordings. A fix is actively being deployed and monitored at this time, with FTP pushes occurring this morning instead. We apologize for any inconvenience this may cause and will update here once work has completed.
Work continues to resolve this issue, but please note the automated pushes may take some time. If recordings are needed sooner, manual pushes can be utilized by your team.
At this time this issue has been resolved. We apologize for any impacts appreciate your patience who worked to resolve this.
We are currently investigating reports of high agent wait times. Engineering teams are engaged as a priority event. More updates wil be provided as the investigation progresses.
The issue has been identified, and remediation efforts are already underway.
The backend work to resolve this issue is almost complete, and many clients will already have seen an improvement in agent wait times. We will confirm once it is fully resolved.
We're pleased to report that this issue is resolved. No further impact is expected. Convoso would like to take this opportunity to apologize for the degraded service and advise that we continue to closely monitor this for continued stability. Clients who submitted a Support ticket will be sent an RFO in due course.
Our support phone line is currently down due to emergency maintenance. Our team is ready to assist via email and chat. We apologize for the inconvenience and we will close this out once the maintenance is complete.
Our support phone line is once again available, we appreciate your patience as we worked to correct this.
Our team has identified an issue where a small collection of DIDs may experience inbound calls not properly routing. This is being handled as a Priority 1 Issue and we are actively correcting this across all affected accounts. We apologize for any impact this may cause and will provide updates as work progresses.
Our team continues work to urgently resolve routing issues with the subset of impacted DIDs, with many already corrected.
As of 10:15 AM PST, work has completed to resolve any remaining routing issues. We are monitoring to validate this resolution. We apologize for any impacts this may have had operations and appreciate your patience as we worked to correct this. Customers who reported impact to our Support team will receive an RFO once internal investigations have concluded.
We are currently urgently investigating reports of intermittent audio degradation audio while on calls. This is being treated as a Priority 1 incident and work is ongoing to resolve.
Our investigation and examination remains ongoing, and we are still treating this as a priority event, and have engaged several external partners in addition to our own Engineering and Carrier teams.
We continue to monitor this issue and are working closely with our providers and carriers. There have been no fresh reports submitted for multiple hours at this point. We are not yet ready to state this as resolved however, until a longer monitoring phase has been completed.
After appropriate monitoring and morning checks, we are satisfied that this issue has now been resolved. There will be an RFO issued to reporting clients in due course. Thank you for your patience as this issue was worked through.
We are currently aware of an issue affecting a subset of clients related to Registration errors and transferring calls. Our Engineering team is engaged, and we are treating this issue as a Priority. Updates to follow.
We have identified the root cause and have corrected the issue. We are currently monitoring to ensure the resolution is complete and stable.
We have reverted the stage as we have identified an additional instance of the concern, which we are investigating as a priority.
The issue has been fully resolved and the fix is confirmed stable. RFO will be issued in due course to impacted clients.
We have received reports of Agent Monitor being slow to load and/or not loading at all. This is under active investigation as a priority issue. Updates will be posted once available.
We have isolated the issue and made adjustments to resolve this. We are currently monitoring closely to ensure platform stability and responsiveness.
After a period of intensive monitoring, we are satisfied that this incident is resolved and our platform is operating as expected. We appreciate your patience while we investigated and resolved this. Customers who reported an impact with our Support team will receive an RFO once the investigation is complete.
We are closely monitoring reports of Degraded Performance with Amazon AWS Route 53 services. At this time we are not seeing any impacts to the Convoso platform.
At this time Amazon has indicated issues with AWS Route 53 are resolved. Convoso did not see impacts from this external issue.
We are currently investigating reports of delays with call connections, treating this as a priority issue, and have engaged our engineering resources. We will provide updates as they become available.
We have identified and corrected an issue and are actively monitoring for stability, and are seeing wait times for calls connecting return to normal levels.
At this time, we have confirmed resolution and restoration of normal call handling. We appreciate your patience as we worked urgently to resolve this issue. Customers who reported impact to our Support team will receive an RFO as soon as internal investigations conclude.
We have identified intermittent platform disconnects impacting our customers. We have escalated this internally and are treating this as a Priority 1 issue.
We have identified an external network issue and have deployed a fix to avoid this provider. We are monitoring closely to validate full resolution. This issue is impacting other providers and is not specific to Convoso.
At this time, we have confirmed that the adjustments made to bypass the affected external provider have restored stable connectivity for our customers. We appreciate your patience while we implemented this solution. Customers who reported impact to our Support team will receive a RFO once the investigation is complete.
We have identified a rise in congestion status calls. We are urgently investigating this as a Priority 1 issue at this time and will provide updates as work progresses.
A fix has been deployed and we are closely monitoring to validate resolution.
At this time, we have confirmed resolution and restoration of normal call handling. We appreciate your patience as we worked urgently to resolve this issue. Customers who reported impact to our support team will receive an RFO as soon as internal investigations conclude.
We have completed our investigation into an increase in CG status calls observed by some customers. This behavior appears to be isolated in nature and is related to the deployment of spam blocking applications by endpoint carriers. Impact to customers is not widespread. We are running additional analytics and will reach out directly to affected customers to discuss next steps.
As our investigations have concluded, we will close this alert at this time.
We have received reports of data exports returning with zero bytes of data. We are investigating.
A fix has been implemented and our team is closely monitoring to verify full resolution.
After an extensive review, we have confirmed no further impact as of 6:39 AM PST. Thank you for your understanding.
Our team is urgently working to resolve an issue that may cause delays to call handling. We have identified the source of the trouble and are working to restore service levels. This is a priority 1 issue.
Our team has implemented a fix and are we are closely monitoring to validate full resolution.
At this time we have validated resolution internally and customers should no longer see delays with call handling. We apologize for the impact this may have had on your operations and we appreciate your patience as we worked urgently to resolve this. Customers who reported impact to our support team will receive an RFO once it is completed.
Due to an outage with our ticketing provider, emails to our Support and Billing teams may not have properly created a ticket for us to assist you. We apologize for any inconvenience this may have caused. If you reached out to our team and did not get a reply or a ticket number, please create a new ticket or forward your old one to our team and we'll assist you as soon as possible. Once again we apologize for any delays in assistance and we're here to help.
We have identified an issue with phone type detection for Leads (Landline, Mobile, etc). A fix has been applied, so new Leads will have the correct data. We are working urgently to correct the data for existing Leads. Customers may not be able to send SMS to affected leads until the Lead is corrected.
Our team continues work to adjust the phone type of existing Leads back to their correct value. We will continue working on this throughout the night and we aim to have this resolved as soon as possible. As a reminder, new Leads will be inserted with the correct phone type.
We continue to correct existing lead data, primarily overnight, to reduce impact to operations.
At this time, the data correction should be complete. We will be sending an RFO to customers who reported impact to our support team as soon as possible. We appreciate your patience as we worked to fix and then correct the data related to this issue, and we apologize for any impact this may have had on your operations.
We are currently investigating reports of issues logging into the platform. We are treating this as a P1 event.
We have our engineering team actively engaged on resolving this issue.
Our team is actively deploying a fix for users who may be unable to login at this time. We apologize for any impact this may have on your operations as we work urgently to resolve.
We are continuing to work on a fix for this issue.
A fix has been fully deployed and users should see little to no further impact as they log in. We are actively monitoring this issue closely to verify full resolution.
Our team has confirmed full resolution of login issues as of 9:50 AM PST. Customers who reported impact to our Support Team will receive an RFO as soon as internal work concludes. We apologize for any impact this may have had on your operations and appreciate your patience as we worked to resolve this issue.
We have identified intermittent pausing and delays in dialing and immediately raised this as Priority 1 issue. The root cause has been identified and a fix has been applied. We are monitoring closely to confirm full resolution.
A fix was deployed at 10:08 AM PST, and we have confirmed no further impact at this time. Customers who reported impact to Support will receive an RFO as soon it is completed. We appreciate your patience as we worked to resolve this issue and we apologize for any impact this may have had on your operations.
Convoso has identified interconnects between major US network providers appear to have major packet loss. This will impact your ability to connect to Convoso, among other service providers. We are closely monitoring this situation.
We are continuing to monitor for any further issues.
We’ve identified that intermittent connectivity issues reported by some customers are the result of packet loss occurring across certain internet service providers. Our systems remain fully operational. However, due to the streaming protocols used by our platform, degraded ISP routes may continue to impact performance, even when other internet-based services appear unaffected. If you are still experiencing connectivity issues, we recommend contacting your internet service provider. You can also use WinMTR (https://help.convoso.com/hc/en-us/articles/218732368-Checking-for-Quality-of-Service-issues-with-WinMTR-Windows-OS) to verify that your connection to Convoso is stable. As this issue is external to our platform and infrastructure, we are closing this notice at this time. We appreciate your patience as we investigated this concern.
We have identified an issue where a small subset of customers may be experiencing trouble logging into Convoso at this time. While this issue is very isolated we are treating it as a Priority 1 incident and we are working urgently to resolve this. If you are experience impact, please reach out to our Support team.
A fix has been applied and we are working to verify full resolution at this time. If you experienced trouble logging in earlier, please try once again at this time.
At this time customers should no longer be experiencing trouble logging in related to this issue. Customers who reported impact will receive an RFO as soon as it is available. We appreciate your patience as we worked to resolve this issue and apologize for any impact it may have had on your operations.
We are aware of an issue reaching the Convoso Support team via phone at this time. We are still here to help! Please reach out to us via Email or Chat and we will assist you as soon as possible. We apologize, and thank you for being a Convoso Customer!
Our support phone line is back operational. We apologize for the brief interruption in phone support and thank you for your patience as we worked to resolve this.