Evolve IP experienced a minor incident on April 29, 2024 affecting OCC Cloud, lasting 1h 15m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 29, 2024, 10:42 AM UTC
We have received reports that agents are unable to reach the OCC Cloud login page. We are able to reproduce the issue and have created a ticket with the highest priority with the vendor. Agents who were already logged in, should not experience any issues. So whenever possible, please leave your agents logged in until further notice. This concerns both the web version and Client Installer versions of OCC Cloud. OCC7 is not affected. We will provide you with an update regarding the situation ASAP via this incidentpage.
- investigating Apr 29, 2024, 11:09 AM UTC
Clients can use the following URL as a temporary workaround for the agents who are unable to login to OCC Touchpoint: https://euweb2.ccspcloud.com/TouchPoint/#/Login Please be aware that when logging on via this URL, agents will only have the option to work with a Voice Device. Working via a SIP (headset) device is not supported for this version of OCC. The vendor is investigating the issue with the highest priority.
- investigating Apr 29, 2024, 11:10 AM UTC
To be clear, this only concerns OCC Touchpoint. Other components (like Reporting and Admin) are unaffected, as is OCC7.
- resolved Apr 29, 2024, 11:57 AM UTC
A fix has been implemented. The issue is resolved. From now on, the regular URL can be used again to start Touchpoint. This can be one of the two URLs below: For using a headset (SIP): https://euweb.ccspcloud.com/TouchPoint/#/ClientInstaller For using an external device like a mobile or desk phone (Voice device): https://euweb.ccspcloud.com/TouchPoint/#/Login