Everreach experienced a major incident on October 18, 2022 affecting Network, lasting 1d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 18, 2022, 02:04 PM UTC
We are currently investigating an issue where some calls to Everreach numbers fail to connect to our service.
- investigating Oct 18, 2022, 03:38 PM UTC
Our team continues to investigate the issue.
- investigating Oct 18, 2022, 05:42 PM UTC
We are continuing to investigate the issue; at the moment it appears to be an issue in the communications between the call control platform (where our users set their preferences such as divert to a number or a queue) and the telephony server (which handles the calls and routes them according). We apologise for the disruption and hope to have a substantive update soon.
- investigating Oct 18, 2022, 07:49 PM UTC
The team identified an issue with a connection to a database timing out - the rectification of that fault has not fully addressed the inbound call issues. The team continues to investigate.
- identified Oct 18, 2022, 08:47 PM UTC
After extended investigation, we have identified a fault with an AWS elasticache server. Rebooting this elasticache server resulted in the server going into a continuous rebooting loop which could not be resolved through the AWS management interface. A new elasticache server has been built and put into production, and calls are now connecting.
- monitoring Oct 18, 2022, 08:59 PM UTC
The new elasticache server appears to have resolved the issue. We are monitoring.
- resolved Oct 19, 2022, 02:24 PM UTC
This incident has been resolved.