Unexpected Webex Service App Error

Update timeline

1. identified Mar 06, 2026, 03:37 PM UTC

   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.

2. identified Mar 09, 2026, 07:03 PM UTC

   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.

3. identified Mar 10, 2026, 04:39 PM UTC

   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.

4. resolved Mar 12, 2026, 04:39 PM UTC

   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).