Nebula Outage History

Started Oct 20, 2026, 06:57 AM UTC· resolved Oct 20, 2026, 08:41 AM UTC

1. investigating Oct 20, 2026, 06:57 AM UTC

   Outbound calls are not working due to Google Cloud outage in London zones.

2. monitoring Oct 20, 2026, 07:31 AM UTC

   Our monitoring can see that calls are returning to normal now. We are monitoring the situation closely will post another update if anything changes.

3. resolved Oct 20, 2026, 08:41 AM UTC

   Google Cloud has reported most services as restored, and all calling services are fully operational. We have hosted Google's formal incident report on the link below, with access to view given on request: https://drive.google.com/file/d/1v_1w3clXJONLcaRPAc44oE46_OSJZErZ/view?usp=drive_link We will continue to monitor the health of the GCP network and will provide further updates where necessary.

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Started Oct 07, 2026, 10:19 AM UTC· resolved Oct 07, 2026, 03:02 PM UTC

1. identified Oct 07, 2026, 10:19 AM UTC

   We have identified an issue with our partner portal and dashboards, which is due to an ongoing incident with our third party CRM service. Service will resume automatically once resolved, and all core services including calls and app access will remain unaffected.

2. monitoring Oct 07, 2026, 10:47 AM UTC

   We have implemented a manual workaround to restore portal and dashboard access while the incident with our third party CRM service remains ongoing. We will continue to monitor and implement further fixes if necessary until we can confirm this is fully resolved.

3. monitoring Oct 07, 2026, 11:32 AM UTC

   Due to the ongoing issues, we are seeing issues with customer viewing licence quantities, and managing and creating commitments and new orders. We are exploring a fix with urgency to restore full service.

4. monitoring Oct 07, 2026, 11:59 AM UTC

   All order process issues should also now be resolved.

5. monitoring Oct 07, 2026, 11:59 AM UTC

   We are continuing to monitor for any further issues.

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Started Sep 11, 2026, 02:15 PM UTC· resolved Sep 11, 2026, 04:11 PM UTC

1. investigating Sep 11, 2026, 02:15 PM UTC

   We are currently investigating this issue.

2. investigating Sep 11, 2026, 02:15 PM UTC

   We are continuing to investigate this issue.

3. identified Sep 11, 2026, 02:18 PM UTC

   The issue has been identified and we are working on a fix.

4. monitoring Sep 11, 2026, 02:31 PM UTC

   A fix has been implemented and we are monitoring the results.

5. monitoring Sep 11, 2026, 02:38 PM UTC

   We have seen all traffic return to normal and are monitoring all services closely.

6. resolved Sep 11, 2026, 04:11 PM UTC

   This incident has been resolved.

7. postmortem Sep 14, 2026, 01:28 PM UTC

   On the afternoon of Friday 11th September, Google Cloud \(GCP\) confirmed an infrastructure issue causing latency and packet loss. This resulted in one of our core databases resetting itself, disrupting calls for a brief period. Service was fully restored within 16 minutes of identification of the issue. Over the weekend, we reconfigured the database so calls are prioritised during initialisation. These changes remove the risk of recurrence in these circumstances.

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Started Jun 24, 2026, 03:28 PM UTC· resolved Jun 25, 2026, 07:54 AM UTC

1. investigating Jun 24, 2026, 03:28 PM UTC

   We're investigating reports of dashboards failing to load and inbound and outbound not working. Next update within 15 minutes.

2. identified Jun 24, 2026, 03:32 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Jun 24, 2026, 03:44 PM UTC

   A fix has been implemented and we're seeing services returning to normal. Next update 10 minutes.

4. monitoring Jun 24, 2026, 03:48 PM UTC

   All services are now running as expected and we are monitoring the results.

5. monitoring Jun 24, 2026, 04:22 PM UTC

   Please note wallboards remain offline while we continue our investigation. These will be restored as soon as possible.

6. resolved Jun 25, 2026, 07:54 AM UTC

   This incident is being marked as resolved. Service to wallboards have also been restored.

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Started May 14, 2026, 10:05 AM UTC· resolved May 14, 2026, 10:28 AM UTC

1. identified May 14, 2026, 10:05 AM UTC

   We have identified an issue with outbound calls connecting and are working on a fix. We will provide another update within 10 minutes.

2. monitoring May 14, 2026, 10:10 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved May 14, 2026, 10:28 AM UTC

   This incident has been resolved.

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Started Mar 18, 2026, 09:32 AM UTC· resolved Mar 18, 2026, 02:28 PM UTC

1. investigating Mar 18, 2026, 09:32 AM UTC

   We're investigating reports of issues logging into our desktop apps and online portals. Calls and all other services remain unaffected.

2. identified Mar 18, 2026, 09:39 AM UTC

   The issue has been identified and a fix is being implemented.

3. identified Mar 18, 2026, 09:42 AM UTC

   Dashboards should be restored. Apps will follow shortly as systems are reinitialised.

4. monitoring Mar 18, 2026, 09:45 AM UTC

   Desktop App access should also be restored. Users should restart their apps if access does not resume automatically.

5. resolved Mar 18, 2026, 02:28 PM UTC

   This incident has been resolved.

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Started Mar 11, 2026, 12:01 PM UTC· resolved Mar 11, 2026, 02:41 PM UTC

1. investigating Mar 11, 2026, 12:01 PM UTC

   We're investigating reports of severe post dial delay on outbound calling. Will update in next 20 minutes.

2. investigating Mar 11, 2026, 12:06 PM UTC

   Inbound calls and dashboards remain unaffected. We are investigating with urgency.

3. identified Mar 11, 2026, 12:08 PM UTC

   We have identified the issue and are implementing a fix. Service should be restored shortly.

4. monitoring Mar 11, 2026, 12:14 PM UTC

   The fix has been implemented and we're seeing service restored to all users. We'll continue to monitor closely for a period before marking this as resolved.

5. resolved Mar 11, 2026, 02:41 PM UTC

   This incident has been resolved.

6. postmortem Mar 11, 2026, 02:42 PM UTC

   At 12:01 PM GMT today, some users experienced an interruption when placing outbound calls. Inbound routing, internal extension calling, and online dashboards remained fully operational throughout. All services were restored by 12:14 PM GMT. The issue was caused by an isolated storage component within our Fraud Protection engine. This feature monitors real-time spend, providing an extra layer of security for our customers and partners. The issue was identified, acted upon and resolved within 13 minutes.

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Started Feb 02, 2026, 11:03 AM UTC· resolved Feb 02, 2026, 11:52 AM UTC

1. identified Feb 02, 2026, 11:03 AM UTC

   We are investigating reports of a brief period of disruption on selected accounts at around 10:48am, which affected apps, handsets, and dashboards. Service was restored in these areas automatically within 5 minutes, and we are currently investigating reports of slow load times on portals and apps. Calls are unaffected at this time.

2. monitoring Feb 02, 2026, 11:10 AM UTC

   Load times have returned to normal in all areas and we are monitoring.

3. resolved Feb 02, 2026, 11:52 AM UTC

   We are marking this incident as resolved. Our service encountered an external DDoS attack. Our internal systems automatically mitigated the impact and rerouted the affected traffic with services returning to normal within a 5 minute period. All services remain operational.

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Started Jan 23, 2026, 09:45 AM UTC· resolved Jan 23, 2026, 10:03 AM UTC

1. identified Jan 23, 2026, 09:45 AM UTC

   We're investigating an issue with accessing apps and dashboards and are investigating with priority.

2. monitoring Jan 23, 2026, 09:50 AM UTC

   Traffic has been restored to normal by our automated measures and we are still investigating.

3. resolved Jan 23, 2026, 10:03 AM UTC

   This incident has been marked as resolved. There was momentary interruption to some accounts while our auto-scaling measures kicked in due to run rate traffic peaking this morning. Service for all accounts were restored automatically by our redundancy measures, and the configuration of this auto-scaling service has been updated to ensure no service impact in future cases. We apologise for the brief disruption caused.

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Started Jan 14, 2026, 03:40 PM UTC· resolved Jan 15, 2026, 09:11 AM UTC

1. identified Jan 14, 2026, 03:40 PM UTC

   We're investigating issues of mobile and desktop apps being unresponsive. We're investigating with priority.

2. investigating Jan 14, 2026, 03:47 PM UTC

   We've updated the title to reflect reports of handsets also not working. We are investigating with priority and will provide further information as soon as possible.

3. identified Jan 14, 2026, 04:02 PM UTC

   We've identified the issue and are working on a fix.

4. identified Jan 14, 2026, 04:07 PM UTC

   The issue is isolated to single zone. We are working on restoring service the affected accounts with urgency.

5. monitoring Jan 14, 2026, 04:19 PM UTC

   A fix has been implemented and we're seeing service has resumed, with all traffic returning to normal. We are continuing to monitor.

6. resolved Jan 15, 2026, 09:11 AM UTC

   This incident has been resolved.

7. postmortem Jan 15, 2026, 05:57 PM UTC

   Following our initial report regarding the incident on January 12, 2026, our Engineering team implemented several emergency infrastructure upgrades. These improvements successfully mitigated the original risk and provided the enhanced visibility required to monitor this segment of our network more closely. On the afternoon of January 14, 2026, the same Memory Cache Layer within a single zone experienced a secondary disruption. This resulted in a 40-minute service outage affecting handsets, mobile applications, and in-call media, for accounts in that zone. Thanks to the telemetry tools installed earlier this week, our team was able to rapidly isolate a specific software bug within this layer. This bug was triggered by recent increases in network traffic. We have since successfully replicated, retested, and deployed a permanent fix across all zones. We will continue to monitor the network closely to ensure continued stability.

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Started Jan 13, 2026, 12:47 PM UTC· resolved Jan 13, 2026, 03:25 PM UTC

1. investigating Jan 13, 2026, 12:47 PM UTC

   We are currently investigating this issue.

2. identified Jan 13, 2026, 12:57 PM UTC

   We've rerouted traffic and are monitoring the results.

3. monitoring Jan 13, 2026, 01:00 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Jan 13, 2026, 03:25 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jan 12, 2026, 11:36 AM UTC· resolved Jan 13, 2026, 09:07 AM UTC

1. investigating Jan 12, 2026, 11:36 AM UTC

   We are currently investigating reports of issues with Dashboard and presence, as well as calling affected on some accounts. We are looking with urgency.

2. identified Jan 12, 2026, 11:44 AM UTC

   We've identified the issue and are implementing a fix. Will provide update in next 15 minutes.

3. monitoring Jan 12, 2026, 11:50 AM UTC

   A fix has been implemented and we are beginning to see traffic return to normal and services resuming across the board. We will update again within 15 minutes.

4. monitoring Jan 12, 2026, 12:00 PM UTC

   Dashboards should now be restored, as well as presence indicators on apps and handsets. We are seeing previously delayed messages reaching endpoints, so reports of no audio may be symptomatic of calls attempted previously. New calls should be returning to normal. We will continue to monitor and update the status once satisfied all services have resumed.

5. monitoring Jan 12, 2026, 12:07 PM UTC

   We are still seeing intermittent reports of issues on calls, and slow load times on dashboards and desktop apps. We're working on addressing both so for those still seeing issues we will provide a further update in the next 15 minutes.

6. monitoring Jan 12, 2026, 12:23 PM UTC

   We're still working on addressing issues reported on some accounts. Will update again in next 30 minutes.

7. monitoring Jan 12, 2026, 12:55 PM UTC

   We are still working on more permanent fixes to allow us to restore service for all users. Will update again within 30 mins.

8. monitoring Jan 12, 2026, 01:37 PM UTC

   A fix has been implemented across the two degraded zones, and we've seen traffic return to normal on both. We will continue to monitor for an extended period and update further with any new information.

9. monitoring Jan 12, 2026, 03:54 PM UTC

   We're seeing the same reported issues on the zone that was unaffected earlier today. We are rolling out the same fix and service should be restored very shortly. Will provide further update in 15 mins.

10. monitoring Jan 12, 2026, 04:02 PM UTC

    The fix has been implemented on this zone and services should have returned to normal for the impacted accounts. We will continue monitoring all services for a prolonged period and provide further information ASAP.

11. resolved Jan 13, 2026, 09:07 AM UTC

    After a period of successful monitoring we are marking this incident as resolved.

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Started Dec 19, 2025, 11:28 AM UTC· resolved Dec 19, 2025, 07:13 PM UTC

1. investigating Dec 19, 2025, 11:28 AM UTC

   We're investigating some reports of calls continuing to ring after being picked up by an extension and audio disruption, on some end user accounts. We are seeing traffic flowing normally on most. Our team are investigating with priority. Will provide a further update in 20 minutes.

2. identified Dec 19, 2025, 11:30 AM UTC

   Our team have identified the affected services and are working to resolve. Will provide a further update within 20 minutes.

3. identified Dec 19, 2025, 11:51 AM UTC

   We are still working on the issue and are seeing improvements in some cases. Will provide a further update in 20 minutes.

4. monitoring Dec 19, 2025, 11:54 AM UTC

   Expected performance has resumed across the affected zone and we are seeing service return to normal for those affected accounts. We will continue monitoring for an extended period.

5. resolved Dec 19, 2025, 07:13 PM UTC

   After a successful period of monitoring, we are marking this incident as resolved. We will publish further detail within then next few working days.

6. postmortem Dec 22, 2025, 04:41 PM UTC

   At 11:08am on 19 December, we identified that some calls received by end users continued to ring after pickup. Upon immediate investigation, we identified a series of transient faults in the data store cache triggered a crash in the connected proxies of one of our three zones. Reinitialising the proxies enabled service to resume at approximately 11:30am \(service restoration\). Further troubleshooting indicated the data store cache was not able to handle a long log messages \(fault cause\). To resolve proxy crashes caused by the data store’s inability to process large log messages, we optimised the configuration by increasing the output buffer and client limits while implementing stricter memory monitoring \(service resolution\).

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Started Nov 24, 2025, 10:53 AM UTC· resolved Nov 24, 2025, 11:04 AM UTC

1. monitoring Nov 24, 2025, 10:53 AM UTC

   Our team are investigating a brief period of disruption seen across a limited number of customers between 10:45-10:48 this morning, however our redundancy measures automatically re-routed affected traffic and all service was restored to the affected zone. We will continue monitoring to ensure no further degradation of service.

2. resolved Nov 24, 2025, 11:04 AM UTC

   This incident has been resolved.

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Started Nov 18, 2025, 10:50 AM UTC· resolved Nov 18, 2025, 02:22 PM UTC

1. identified Nov 18, 2025, 10:50 AM UTC

   We have identified an issue causing degradation on calls and are working to resolve ASAP. We have rerouted affected traffic and seeing those services returning to normal however this may take a short period to complete. Will provide a further update in 20 minutes.

2. identified Nov 18, 2025, 10:51 AM UTC

   We've seen reports of services returning to normal. We are continuing to monitor the affected zone closely.

3. monitoring Nov 18, 2025, 11:06 AM UTC

   All services have returned to normal and we're hearing positive reports from our customers of the same. We are continuing to monitor all affected parts of the network for a prolonged period before marking as resolved.

4. resolved Nov 18, 2025, 02:22 PM UTC

   After a successful period of monitoring we are marking this incident as resolved.

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Started Nov 03, 2025, 09:14 AM UTC· resolved Nov 03, 2025, 10:55 AM UTC

1. investigating Nov 03, 2025, 09:14 AM UTC

   Our team are investigating disrupted performance on apps and dashboards.

2. identified Nov 03, 2025, 09:21 AM UTC

   Service should be restored to normal and we are monitoring affected services closely.

3. monitoring Nov 03, 2025, 09:21 AM UTC

   Service should be restored to normal and we are monitoring affected services closely.

4. resolved Nov 03, 2025, 10:55 AM UTC

   This incident has been resolved.

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Started Oct 31, 2025, 10:59 AM UTC· resolved Oct 31, 2025, 12:30 PM UTC

1. investigating Oct 31, 2025, 10:59 AM UTC

   We are currently investigating reports of presence / chat messages not updating on desktop apps only (mobile apps are unaffected). There is no impacts to calls, all other app features, or dashboards / portal, which remain fully operational. We will provide a further update shortly.

2. identified Oct 31, 2025, 11:11 AM UTC

   We have identified the root cause impacting chat messages on desktop apps and are currently deploying a fix. Once deployed, we will confirm this and move to a monitoring status.

3. monitoring Oct 31, 2025, 11:35 AM UTC

   A fix for chat on desktop apps has been successfully tested and deployed, and we will monitor this update in our live environment for a fixed period.

4. resolved Oct 31, 2025, 12:30 PM UTC

   Following a successful monitoring period, this incident has been resolved.

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Started Oct 24, 2025, 07:42 AM UTC· resolved Oct 24, 2025, 07:42 AM UTC

1. resolved Oct 24, 2025, 07:42 AM UTC

   Following essential maintenance works last night, some accounts on a single zone required a clear of routing cache within our database. This caused temporary disruption between 08:15am and 08:35am, however all services have returned to normal operation.

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Started Oct 21, 2025, 10:26 AM UTC· resolved Oct 22, 2025, 08:04 AM UTC

1. investigating Oct 21, 2025, 10:26 AM UTC

   We're investigating issues with degraded performance on calls and dashboards for customers under one zone. Our engineers are working on this with urgent priority.

2. investigating Oct 21, 2025, 10:50 AM UTC

   Affected customers may also see issues with our softphone applications. We continue to investigate the issue with priority.

3. investigating Oct 21, 2025, 11:13 AM UTC

   Service is restored to dashboard access for the majority of cases, and we continue to work on the degraded performance with calls with urgency.

4. identified Oct 21, 2025, 11:34 AM UTC

   Our team have identified the issue and working to mitigate the issue, and are seeing signs of recovery. Will provide another update within 20 minutes.

5. identified Oct 21, 2025, 11:55 AM UTC

   Recovery efforts are still ongoing. Will provide another update within the next 20 minutes.

6. identified Oct 21, 2025, 12:13 PM UTC

   Efforts to restore services for affected customers are still ongoing, and we're still seeing disruption across dashboards, apps, handsets and calls. Next update in next 20 minutes.

7. identified Oct 21, 2025, 12:25 PM UTC

   Our team are limiting traffic to different areas of the platform while we work to mitigate the issue, and various elements may temporarily go offline during this process. Next update in 20 minutes.

8. identified Oct 21, 2025, 12:54 PM UTC

   Recovery efforts are ongoing and various services are being intentionally limited while we work to resolve. We apologise for the ongoing inconvenience.

9. identified Oct 21, 2025, 01:43 PM UTC

   Our Team have identified the root cause and are working to restore service ASAP. Next update in 20 minutes.

10. identified Oct 21, 2025, 02:07 PM UTC

    We are seeing some services returning to normal, including and calls. We are incrementally restoring other services such as dashboard access, chat and soft phone applications, and we expect all services to resume normal operation very shortly. Some backend services, such as CRM integrations and voicemail notifications, will be restored later this evening.

11. identified Oct 21, 2025, 03:13 PM UTC

    Dashboard services have been restored, and softphone applications are being reinstated with priority.

12. identified Oct 21, 2025, 03:57 PM UTC

    The re-implementation of core services are still in progress, and is taking place slowly while we work to mitigate any residual issues.

13. identified Oct 21, 2025, 03:58 PM UTC

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

14. identified Oct 21, 2025, 05:06 PM UTC

    Services have been restored to handsets, mobile and desktop applications, and we're working on isolated cases of issues with dashboard access.

15. monitoring Oct 21, 2025, 05:13 PM UTC

    Dashboard access is also fully operational, and we will continue to monitor this incident for a prolonged period before marking it as resolved.

16. resolved Oct 22, 2025, 08:04 AM UTC

    After a successful period of monitoring all services remain fully operational; we are marking this incident as resolved and will continue to track the performance of all services closely. We sincerely apologise for the prolonged disruption, and are in the process of conducting a detailed investigation ahead of a Post Mortem to be provided ASAP.

17. postmortem Oct 23, 2025, 09:19 AM UTC

    A detailed RFO has been shared directly with partners and customers that have requested it.

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Started Oct 20, 2025, 09:57 AM UTC· resolved Oct 20, 2025, 04:35 PM UTC

1. identified Oct 20, 2025, 09:57 AM UTC

   Our team are aware of issues with AWS affecting some services which this morning were limited to SMS delivery, such as 2FA and mobile verification codes. While AWS are reporting recovery in some areas of their network, we have begun to see calls impacted for some customers and are investigating this with urgency. https://www.bbc.co.uk/news/live/c5y8k7k6v1rt We apologise for the delayed acknowledgement of this issue, as our status page provider was also affected by the above outage.

2. identified Oct 20, 2025, 10:13 AM UTC

   We continue to investigate the issue however our mitigation steps have been successful and we're seeing services restored to across affected zone. Next update in 20 minutes.

3. monitoring Oct 20, 2025, 10:32 AM UTC

   We've seen all areas of our network return to normal service, in the wake of the recovery of multiple providers following the AWS outage. We'll continue to track all third party services and will close this incident as resolved following a prolonged monitoring period. We greatly appreciate your patience and understanding during this time.

4. resolved Oct 20, 2025, 04:35 PM UTC

   After a period of successful monitoring we're closing this incident as resolved.

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Started Oct 17, 2025, 11:00 AM UTC· resolved Oct 17, 2025, 03:59 PM UTC

1. investigating Oct 17, 2025, 11:00 AM UTC

   Our team are investigating degraded performance across dashboards and softphone applications, including chat and presence. Calls and hardware functions are not affected, and all other services are fully operational. We're actively working to address and will update within 20 minutes.

2. identified Oct 17, 2025, 11:22 AM UTC

   Our team have identified the origin of the issue and are working to restore service ASAP.

3. monitoring Oct 17, 2025, 12:20 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Oct 17, 2025, 03:59 PM UTC

   This incident has been resolved.

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Started Jul 30, 2025, 09:54 AM UTC· resolved Jul 31, 2025, 08:05 AM UTC

1. investigating Jul 30, 2025, 09:54 AM UTC

   We are currently investigating reports of the above on some accounts, and will provide further updates within 20 minutes. Inbound calls are unaffected.

2. investigating Jul 30, 2025, 10:02 AM UTC

   Our team have also identified reports with receiving calls. We are looking to identify the issue and will provide a further update within 20 minutes.

3. monitoring Jul 30, 2025, 10:19 AM UTC

   We have identified the issue and are working to restore all services. We are seeing traffic routing correctly on affected accounts, and further work is underway to restore fully. Outbound calls have recovered and we will provide a further status update within 10 minutes.

4. monitoring Jul 30, 2025, 10:29 AM UTC

   We have seen services restored to normal across the affected part of our network. We will continue to monitor the situation and close the incident after a successful period of monitoring.

5. resolved Jul 31, 2025, 08:05 AM UTC

   After a period of successful monitoring, this incident has been resolved.

6. postmortem Aug 01, 2025, 10:49 AM UTC

   **Incident Analysis** At 10:46am BST, we identified issues with outbound call authentication and navigation within online dashboards. After approximately 10 minutes, the issue expanded, affecting some inbound calls and ability to log into softphone applications. Our Engineering Team quickly identified the cause as a ‘lock’ within an integral database that handles our API layer, triggered by an inefficient query. A database lock prevents new traffic and data from being written, causing a rapid backlog of processes such as placing and taking calls, presence, and application authentication. Inbound calls became affected later as a result of the delays on the overall network. At approximately 11:05 AM, our team restarted the affected database and traffic resumed within minutes. However, due to the volume of queued messages it took an additional 25 minutes for them all to be accepted into the database and cleared. As a result, service would have gradually restored across all affected areas over this time. **Next Steps** Our team has since addressed this particular query, and all other queries that had been flagged have been stopped until they have been optimised in the same way. They will remain ceased, until the fixes are implemented within the next 5 working days.

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Started Jul 14, 2025, 08:25 AM UTC· resolved Jul 14, 2025, 03:32 PM UTC

1. monitoring Jul 14, 2025, 08:25 AM UTC

   For 5-10 minutes some accounts reported 5-10 seconds of post dial delay on inbound and outbound calls at 09:10am, however this has been resolved and we can see performance running normal across all services.

2. resolved Jul 14, 2025, 03:32 PM UTC

   This Incident has been resolved and further information will be provided in due course.

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Started Jul 11, 2025, 10:56 AM UTC· resolved Jul 11, 2025, 02:48 PM UTC

1. investigating Jul 11, 2025, 10:56 AM UTC

   Our team are investigating reports of issues with outbound calls and navigating dashboards. We will provide a further update within 30 minutes.

2. identified Jul 11, 2025, 11:08 AM UTC

   We have identified the issue and working on a fix. Next update within 20 minutes.

3. identified Jul 11, 2025, 11:28 AM UTC

   We are still working on this issue and have seen calls returning to normal in some cases. We are working on reports of issues with chat via our softphone applications.

4. identified Jul 11, 2025, 11:41 AM UTC

   We have seen all services return to normal and are actively monitoring the issue. This will be marked as resolved after a period of successful monitoring.

5. resolved Jul 11, 2025, 02:48 PM UTC

   After a period of successful monitoring this incident is marked as resolved.

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Started Jul 10, 2025, 07:50 AM UTC· resolved Jul 10, 2025, 05:20 PM UTC

1. identified Jul 10, 2025, 07:50 AM UTC

   We've identified an issue with logging into Call Queues via shortcode, and toggling Call Queue Availability status via the Users page of Dashboards. If toggling queue status via the softphone apps does work as intended. A fix is being deployed and all users should see this function restored within 30 minutes. Will update as soon as confirmed.

2. identified Jul 10, 2025, 08:22 AM UTC

   The fix is still being deployed and is now resolved for the majority of customers. Will provide further update in 30 minutes.

3. monitoring Jul 10, 2025, 08:50 AM UTC

   We are actively monitoring this incident and will mark as resolved after a successful period.

4. resolved Jul 10, 2025, 05:20 PM UTC

   After a period of successful monitoring, this incident is confirmed as resolved.

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