Degraded performance, issues with completing calls, retrieving contacts and connectivity for Playbooks.

Update timeline

1. investigating Nov 29, 2021, 09:03 AM UTC

   We are aware of clients experiencing a number of issues when using Playbooks - We are investigating this issue and will continue to post updates.

2. investigating Nov 29, 2021, 09:48 AM UTC

   We are continuing to investigate this issue which is also affecting inbound calls. We will post additional updates as we remediate the problem.

3. identified Nov 29, 2021, 10:15 AM UTC

   We have identified the issue and are implementing the fix region by region. We will continue to keep you informed of updates.

4. identified Nov 29, 2021, 11:32 AM UTC

   We continue to resolve the issue region by region. Both the EU and Asia Pacific regions are resolved and we are now working on the US.

5. identified Nov 29, 2021, 12:40 PM UTC

   We are aware that some EU users are still experiencing issues with inbound calls and synchronizing call activity. We are working on a fix for this issue while continuing to enable the US region.

6. identified Nov 29, 2021, 02:17 PM UTC

   We have resolved issues in the US1, US3 and EU1 regions, however, outbound calling in US2 and US East 1a is still being worked on by the teams.

7. identified Nov 29, 2021, 04:21 PM UTC

   We are continuing to work on a fix for this issue.

8. identified Nov 29, 2021, 04:32 PM UTC

   CRM synchronization has been resolved for all regions but it may take up to 4 hours for all sync tasks to complete across all components. Outbound calls for US1, US2, US3, and EU1 have been resolved, however, we are still working on a resolution for USEast 1a. We continue to work on resolving an issue affecting some clients' inbound calls in the EU.

9. identified Nov 29, 2021, 07:00 PM UTC

   We are continuing to work on a resolution on outbound calls for clients using US East 1a and for inbound calls for some clients in the EU. We will continue to post updates here.

10. identified Nov 29, 2021, 10:31 PM UTC

    Some clients on the US East 1a region continue to experience issues with both inbound and outbound calls - We have identified the issue and are working on deploying a fix, for those affected clients. Performance for EU clients is resolved and synchronization should be complete in the next hour if not already.

11. identified Nov 30, 2021, 07:12 AM UTC

    Issues with outbound calls for all clients are now resolved. Issues with inbound calls for US2 and EU1 are resolved and we are working on the remaining clusters.

12. identified Nov 30, 2021, 10:17 AM UTC

    All issues relating to inbound and outbound calling, synchronization, monitoring and call recording have been resolved and normal service has been resumed. We will continue to monitor the resolution implemented and if you experience other issues, please report these in the normal way.

13. identified Nov 30, 2021, 04:41 PM UTC

    We are aware of issues that have resurfaced for clients using US3 whereby they are unable to make outbound calls. We are actively investigating this issue and will continue to update you.

14. identified Nov 30, 2021, 05:35 PM UTC

    We are continuing to work on this issue which is focused on the US3 region. However, there may be knock on effects for calls beyond this area which we are continuing to mitigate.

15. monitoring Nov 30, 2021, 06:14 PM UTC

    A fix has been implemented and we are monitoring the service performance. Where clients have been experiencing synchronization issues, these have now caught up. If you experience additional issues then please raise this in the normal way.

16. resolved Dec 05, 2021, 08:55 PM UTC

    This incident has been resolved - Should you experience ongoing problems or issues of a different nature then please don't hesitate to log a ticket in the normal way.