Evolve IP Outage History

Started Apr 07, 2025, 10:21 AM UTC· resolved Jul 09, 2025, 10:23 AM UTC

1. 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.

2. investigating Apr 07, 2025, 11:24 AM UTC

   We are continuing to investigate this issue.

3. monitoring Apr 07, 2025, 02:01 PM UTC

   There have been no new occurrences of audio stuttering. We are closely monitoring.

4. 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.

5. 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.

6. 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.

7. 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.

Read the full incident report →

Started Mar 20, 2025, 02:16 PM UTC· resolved Mar 26, 2025, 10:33 AM UTC

1. investigating Mar 20, 2025, 02:16 PM UTC

   We are aware of an issue with calls via OCC Cloud in combination with (mainly) KPN Mobile destinations. You may experience audio delays and/or stuttering. Our team is actively investigating this with our vendor.

2. identified Mar 20, 2025, 04:33 PM UTC

   Following our investigation, we have identified that the issue resides outside of our network and have traced it to one of our carriers. They are actively collaborating with their carriers upstream to investigate further and resolve the issue. We appreciate your patience and will provide further updates as soon as more information becomes available.

3. monitoring Mar 21, 2025, 07:51 AM UTC

   Our carrier has confirmed that the issue has been resolved last night. After testing several phone numbers, we were able to successfully establish calls without any delay or stuttering. Please continue to monitor and inform Client Support if you experience any further issues.

4. investigating Mar 21, 2025, 09:57 AM UTC

   Unfortunately, some customers on the OCC Cloud service still experience delay in their calls. We have shared the feedback with our carrier for further investigation. If you experience delay in call traffic or stuttering symptoms, please raise a case within our Selfservice portal with examples including number of the caller and callee, timestamp and your description of the symptoms.

5. investigating Mar 21, 2025, 10:48 AM UTC

   Unfortunately we have to report that the issue is not only affecting our OCC platform, but also affecting our OBT platform. As indicated in previous messages, the carrier in question is investigating the issue with the highest priority Again, If you experience delay in call traffic or stuttering symptoms, please raise a case within our Selfservice portal with examples including number of the caller and callee, timestamp and your description of the symptoms. We will keep you updated via this statuspage.

6. identified Mar 21, 2025, 11:56 AM UTC

   After investigating new examples we have identified 2 issues. 1. During inbound and outbound calls from or to callers with a KPN provider issues as delay and stutter can be experienced. 2. When a call is made to a KPN service number the same symptoms can be experienced. The carrier KPN has confirmed that the issue is originating from their network. They are working on the issue with the highest priority and we are in continuous contact with them to support their investigation with all necessary information. Thank you for your patience during this incident. We will provide further updates as soon as additional information becomes available.

7. identified Mar 21, 2025, 03:10 PM UTC

   KPN is still actively investigating the issue within their network. To address the impact KPN has initiated a management escalation and is holding dedicated meetings to coordinate efforts for a resolution. We remain in continuous contact with KPN and will provide any necessary information to support their investigation. We will keep you updated as soon as there are further developments.

8. identified Mar 21, 2025, 04:23 PM UTC

   Thank you for your patience while KPN works to resolve this issue. KPN has initiated a management escalation and is holding dedicated meetings to coordinate efforts for a resolution. At this moment, there are no new updates. We'll provide further updates as they're received.

9. identified Mar 21, 2025, 06:00 PM UTC

   There are no new updates. We'll provide further updates as they're received.

10. identified Mar 21, 2025, 07:00 PM UTC

    KPN has informed us that, from a technical perspective, the impact of the disruption is not noticeable since 18:00 CET. However, to ensure stability, enhanced monitoring will remain in place throughout the weekend. Their next update will be provided after the business call on Monday, 24 March, at 10:00 CET. Thank you for your patience and understanding.

11. identified Mar 24, 2025, 09:43 AM UTC

    We just received a new update from KPN: There was no impact last weekend, since this morning there is an increase in the number of reports. KPN is investigating the cause further together with another provider. We will keep you updated via this statuspage.

12. monitoring Mar 24, 2025, 12:50 PM UTC

    After repair work from KPN with their provider the problems with the voice quality have been solved since 12:13 CET. Please test and check if we can confirm the problems are solved. If you still experience any issues, please contact our Client Support. We will keep monitoring until all customers have given positive feedback. Your patience and understanding is much appreciated.

13. resolved Mar 26, 2025, 10:33 AM UTC

    We have monitored and confirmed with our customers that this incident can be closed. If you still experience any delays please share the examples with our Client Support and we will start a new investigation.

Read the full incident report →

Started Feb 25, 2025, 03:30 PM UTC· resolved Feb 25, 2025, 07:09 PM UTC

1. investigating Feb 25, 2025, 03:30 PM UTC

   We are aware of an issue with phone numbers routed via KPN. Incoming calls may play an audio message stating that the phone number is unreachable. If you are affected, please raise a ticket with us and provide the impacted phone number(s). We have already logged a high priority ticket with our vendor KPN for further investigation and will keep you updated on the progress.

2. investigating Feb 25, 2025, 04:08 PM UTC

   KPN is continuing to investigate the issue with high priority. They have confirmed that the problem is caused by a disruption in their infrastructure. We will provide updates as soon as they become available.

3. investigating Feb 25, 2025, 04:37 PM UTC

   KPN is continuing to investigate the issue with high priority. We will provide a new update as soon as it becomes available.

4. monitoring Feb 25, 2025, 04:48 PM UTC

   KPN has confirmed that the issue has been resolved. After testing several phone numbers, we were able to successfully establish a connection. Please continue to monitor and inform Client Support if you experience any further issues.

5. resolved Feb 25, 2025, 07:09 PM UTC

   After KPN completed repair work on the fiber optic connections, the issues with KPN phone numbers were resolved. We are therefore closing this incident.

Read the full incident report →

Started Jan 13, 2025, 01:21 PM UTC· resolved Jan 17, 2025, 09:22 AM UTC

1. investigating Jan 13, 2025, 01:21 PM UTC

   We are currently aware of an issue in which a percentage of calls in Touchpoint on the OCC Cloud platform is disconnected. We are investigating this issue with high priority alongside our vendor and will provide updates as soon as more information becomes available.

2. monitoring Jan 13, 2025, 05:21 PM UTC

   A fix has been implemented and we are monitoring the results. If you continue to experience issues, please contact Client Support.

3. monitoring Jan 13, 2025, 05:23 PM UTC

   We are continuing to monitor for any further issues.

4. investigating Jan 14, 2025, 03:01 PM UTC

   We are receiving new reports of the issues reported yesterday on the OCC Cloud service, including disconnected calls and delays in call setup. Our investigation into the matter is ongoing, and we are actively working with the vendor to identify and resolve the issue.

5. investigating Jan 14, 2025, 04:39 PM UTC

   If you are still experiencing the issues reported yesterday on the OCC Cloud service, such as delay on answering calls, delay in audio during calls, disconnected calls; Please share call examples in your ticket, with the following details: - Timestamp - Caller phone number - Agent name - Description of the issue - Client logs of the agent Thank you for your patience and continued cooperation.

6. monitoring Jan 15, 2025, 04:13 PM UTC

   Reason: Tonight, Evolve IP and its vendor will perform emergency maintenance to address the ongoing issue. Impact: During the time window of 21:00 - 21:30, there will be a short time when ongoing calls will drop, and no new calls will be able to reach the system. This should be less than 5 minutes of outage. Checks: Validate that calls are flowing properly. Confirm all registrations are active. Rollback Plan: If necessary, we will revert all actions. User Actions: Users may need to log out and log back into the system during the maintenance. After the maintenance is completed, users might be required to re-login to the system to ensure proper functionality. If you encounter any issues following the upgrade, please contact Client Support, and we will be happy to assist.

7. monitoring Jan 16, 2025, 11:06 AM UTC

   We are continuing to monitor for any further issues.

8. resolved Jan 17, 2025, 09:22 AM UTC

   This incident has been resolved. Following the completion of maintenance, we have closely monitored the situation and can confirm that operations have returned to business as usual (BAU). Should you experience any further issues, please don’t hesitate to contact Client Support.

Read the full incident report →

Started Dec 10, 2024, 11:08 AM UTC· resolved Jan 06, 2025, 09:34 AM UTC

1. monitoring Dec 10, 2024, 11:08 AM UTC

   Dear Customer, Please see below for our Christmas period support hours and details on porting, change and hardware ordering freeze's. We wish all our Customers a Merry Christmas and a prosperous 2025! Fri 20th December 09:00 – 17:00 Mon 23rd December 09:00 – 17:00 Tue 24th December 09:00 – 17:00 Fri 27th December 09:00 – 17:00 Mon 30th December 09:00 – 17:00 Tue 31st December 09:00 – 17:00 Severity One issues can be reported out of hours as usual on +31884283111 Porting Freeze Mon 16th December to Thu 2nd January 2025 Any existing scheduled ports between these dates will still be processed. Please also note that Imports are also subject to any data freezes that losing operators may have in place. Change Freeze Thu 19th December to Mon 6th January 2025 Hardware Orders Freeze Sat 21st December to Tue 31st December

2. resolved Jan 06, 2025, 09:34 AM UTC

   Notice Expired

Read the full incident report →