Evolve IP experienced a major incident on April 7, 2025 affecting OCC Cloud, lasting 93d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 07, 2025, 10:21 AM UTC
We are currently aware of an issue where agents are experiencing audio stutter on a portion of calls in Touchpoint on the OCC Cloud platform. This issue is being investigated as a high priority, and we will provide updates as soon as more information becomes available. If you encounter the same issue, please raise a case via our Selfservice portal and include clear examples with timestamps and phone numbers so we can investigate further.
- investigating Apr 07, 2025, 11:24 AM UTC
We are continuing to investigate this issue.
- monitoring Apr 07, 2025, 02:01 PM UTC
There have been no new occurrences of audio stuttering. We are closely monitoring.
- investigating Apr 08, 2025, 09:13 AM UTC
There have been new reports of audio stutter this morning. We are currently investigating the issue. Further updates will follow as soon as more information becomes available.
- investigating Apr 08, 2025, 02:42 PM UTC
We are enabling extended monitoring in collaboration with our vendor and within Evolve IP. This should provide additional insight if the audio stutter issue reoccurs.
- investigating Apr 09, 2025, 03:51 PM UTC
We have collected multiple examples today and shared them with our supplier for further analysis. The investigation is currently ongoing. Thank you for your continued patience. We will keep you updated as soon as more information becomes available.
- resolved Jul 09, 2025, 10:23 AM UTC
All customers on the OCC Cloud platform have been successfully migrated to the new Azure Cloud environment. No further common incidents have been observed in the new environment. We will now close this incident. We remain committed to continuously improving our platforms and services in collaboration with our partners.