ISI had 12 outages in the last 2 years totaling 481h 3m of downtime — averaging 0.5 incidents per month.
There were 12 ISI outages since July 17, 2025 totaling 481h 3m of downtime. Each is summarised below — incident details, duration, and resolution information.
ISI is investigating an issue with NCQ widgets in the Infortel Select Classic Contact Center Dashboard not populating with data.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
ISI initiated a service failover for SFTP connections utilizing transfer.isi-info.com at 5:40 AM CDT to resolve an authentication issue impacting a segment of customers. If you are experiencing a CUCM connection issue or received a CUCM CDR alert, please restart your CUCM Repository Manager(s) and CDR Agent services to restart the flow of CDR files. Please contact ISI Support at [email protected] if you have any questions.
This incident has been resolved.
We are currently aware of reported errors logging in to the ISI Analytics web portal, and are actively troubleshooting the issue.
We are currently aware of reported errors logging in to the ISI Analytics web portal, and are actively troubleshooting the issue.
A fix has been implemented, and we are monitoring the results to confirm no further issues.
This incident has been resolved.
We are currently investigating an issue after the recent update to Cloud Connect (v2.0.47070.26090), which is affecting CUCM Directory Imports. A Linkage error is preventing the isvCLoudConnect service from starting successfully. Our Engineering Team is currently working on a solution to this. Thank you for you patience.
The problem has been identified. Please restart your Cloud Connect server as a resolution, if you are experiencing this issue. A root cause is still being investigated.
Restarting the server has been confirmed to be a working resolution. Please restart your server running the Cloud Connect software if you are experiencing issues with your scheduled CUCM Directory Imports. Our Support Team will also be reaching out to those directly affected shortly, if we've not already communicated with you.
An issue with MS Teams data collection from 9:47AM to 10:07PM (CDT) on March 22nd was identified and resolved. We are performing root a cause analysis, and will provide additional details on the gap in CDR as it becomes available.
We are now troubleshooting intermediate delays in both MS Teams and Webex processing.
Delays in processing for both MS Teams and Webex have been resolved. We are currently working on a solution to recover missing MS Teams call records from the weekend.
Missing MS Teams data from the 22nd (Sunday) been collected and processed. Thank you for your patience during this issue.
An unexpected change in Webex API behavior is impacting Queue syncing and data collection for a subset of Webex data sources. Cisco has acknowledged the error, and are currently testing a resolution.
ISI is implementing a temporary workaround to resume Webex call data collection while we wait for final resolution from Webex. Call processing delays may still occur, but ISI will work to address ASAP.
ISI is implementing a temporary workaround to resume Webex call data (CDR) collection while we wait for final resolution from Webex. Call processing delays may still occur, but ISI will work to address ASAP. Please note that Webex Directory Imports are still unavailable while a permanent resolution is being worked on.
Webex has notified us that they have rolled out their fix to all data centers, and our own testing confirms that the Connectors are back online. Thank you for your patience, and please reach out to our support team know if you're experiencing any issues with data collection or Queue syncing ([email protected] or https://isianalytics.com/support).
We are currently experiencing an issue receiving calls to our support line. Please use our web form at "https://isianalytics.com/support/", or email "[email protected]" if you need to reach the Support Team.
We are continuing to investigate this issue.
This incident has been resolved.
We are currently investigating an issue preventing call data collection from Webex.
Webex call data is now collecting and catching up from the time last retrieved successfully. Cisco communicated a change to the Webex API FQDN used to collect call data. In the scheduled maintenance this week, ISI updated the used FQDN accordingly and confirmed collection systems were operational. As of 12AM CST, the new FQDN was no longer operational for ISI. We reverted our systems back to the previous FQDN and collection has resumed. ISI is in touch with Webex Dev Support to determine next steps.
Webex call data collection has caught up to current time.
After monitoring, the call data collection for Webex has remained stable. ISI will be working with Webex Dev Support to prevent this issue in the future.
After a recent update to Cloud Connect, an issue was discovered that has caused a subset of Cloud Connect Servers to be unable to connect to ISI Analytics; resulting in Directory Imports being unable to fetch new data. This is currently under investigation, and updates on a resolution will be provided when available.
The issue has been identified, and an update for Cloud Connect is being prepared for release later today. Thank you for your patience while we tend to this issue.
The Cloud Connect software update has been release, and we are now monitoring server connection statuses to confirm the issue has been resolved.
After monitoring server statuses this morning, we are considering this issue resolved. Thank you for your patience.
An intermittent issue with Office 365 sending emails to external parties is being investigated. This may affect scheduled reports delivery from Classic Reporting.
ISI will be implementing a system update to address report delivery for Classic Reporting at 2PM. Temporary system interruption can be expected. Another notification will be sent when the update is complete.
The system update to address report delivery for Classic Reporting has been completed. Scheduled reports are running again, and the situation is being monitored.
This situation has been considered resolved. Scheduled reports that weren't sent during yesterday's downtime will need to be manually run by the report's owner, or another User with access to reporting management.
We are investigating an error causing an interruption in loading data for Main Dashboard Widgets. Data is still available for reporting, Queue Dashboards and Infortel Classic remain unaffected. Updates will be posted as they become available.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
During scheduled maintenance validation, ISI identified an issue regarding Infortel Select Classic report emails not being received. It has been determined reports scheduled between 7PM to 9:30PM CDT generated but were unable to be sent via email. ISI is investigating the issue. Reports that ran after 9:30PM CDT have been sent. Scheduled reports and email are currently functional. For any critical needs, rerunning any missed reports that fell within this time frame can be completed within Infortel Select Classic.
A fix for the delayed reports has been identified. We are working towards implementing a solution to have them sent.
A fix has been implemented. The delayed report emails have now all been sent. We'll continue to monitor the situation today.
This incident has been resolved.