Evolve IP incident

Servicenumbers unreachable and call handling issues

Critical Resolved View vendor source →

Evolve IP experienced a critical incident on October 29, 2025 affecting OCC Cloud, lasting 8h 41m. The incident has been resolved; the full update timeline is below.

Started
Oct 29, 2025, 08:40 AM UTC
Resolved
Oct 29, 2025, 05:21 PM UTC
Duration
8h 41m
Detected by Pingoru
Oct 29, 2025, 08:40 AM UTC

Affected components

OCC Cloud

Update timeline

  1. investigating Oct 29, 2025, 08:40 AM UTC

    XTIUM is aware of an issue impacting OCC Cloud service number reachability and call handling issues in Touchpoint. We are currently investigating with the highest priority and will provide further updates as soon as possible.

  2. investigating Oct 29, 2025, 09:00 AM UTC

    We continue to work closely with the vendor to investigate the issue. We will share updates as soon as they become available.

  3. monitoring Oct 29, 2025, 09:26 AM UTC

    The issue appears to be resolved, and we are currently monitoring the outcome. Please let the agents set their ACD status to Available in order to handle incoming calls.

  4. investigating Oct 29, 2025, 10:56 AM UTC

    We have identified that the issue from earlier this morning has started recurring. Our vendor is currently looking into the issue.

  5. monitoring Oct 29, 2025, 11:35 AM UTC

    Our monitoring indicates that the service has been restored and operations are back to normal. We will continue to monitor the situation. Agents should set their ACD status to Available to handle incoming calls, if they haven’t already done so.

  6. resolved Oct 29, 2025, 05:21 PM UTC

    This incident has been resolved.