Plum Voice Outage History

Started Oct 08, 2025, 09:21 PM UTC· resolved Oct 08, 2025, 09:38 PM UTC

1. investigating Oct 08, 2025, 09:21 PM UTC

   We are currently investigating reports of intermittent call failures affecting a subset of Fuse PCI customers. At this time, not all Fuse PCI customers are impacted. Our engineering team is actively reviewing the issue and working toward a resolution. Additional updates will be provided here as more information becomes available..

2. monitoring Oct 08, 2025, 09:24 PM UTC

   We recognize there was impact to a subset of Fuse PCI customers. A fix has been implemented, and our team is currently monitoring the results to confirm stability..

3. resolved Oct 08, 2025, 09:38 PM UTC

   This incident has been resolved. It was scoped to affect both Fuse PCI and PS DEV customers leveraging the PCI environment who have not yet been migrated to the new infrastructure. System performance has stabilized, and normal operations have resumed..

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Started Aug 19, 2025, 08:15 PM UTC· resolved Aug 19, 2025, 09:02 PM UTC

1. investigating Aug 19, 2025, 08:15 PM UTC

   We are currently investigating an issue affecting outbound calls placed through Fuse Legacy. Customers attempting to submit outbound call requests via the Fuse API or UI may encounter the error message: _“A database error has occurred. Please contact your system administrator.”_ The issue has been observed on API requests to: `https://fuse.plumvoice.com/api/apps/{application_id}/{deployment_id}/queue` Our engineering team is actively engaged and working to identify the cause. We will provide updates here as more information becomes available..

2. monitoring Aug 19, 2025, 08:33 PM UTC

   We’ve identified the problem and implemented a fix. Outbound call requests through Fuse Legacy API should now be processing normally. Our team is monitoring the platform to confirm stability..

3. identified Aug 19, 2025, 08:38 PM UTC

   After further monitoring, we’ve confirmed that the previous fix did not fully resolve the issue. Outbound call requests through Fuse Legacy API are not submitting. Our engineering team has identified the problem and is actively working on a fix. We’ll provide another update as soon as more information is available..

4. monitoring Aug 19, 2025, 08:49 PM UTC

   We implemented a fix and are currently monitoring the result..

5. resolved Aug 19, 2025, 09:02 PM UTC

   This incident has been resolved..

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Started Jun 06, 2025, 07:27 PM UTC· resolved Jun 07, 2025, 09:35 PM UTC

1. investigating Jun 06, 2025, 07:27 PM UTC

   We’re currently investigating reports of outbound calls and SMS not processing as expected. The team is reviewing the underlying systems and will provide updates as they become available..

2. monitoring Jun 06, 2025, 08:08 PM UTC

   We've identified the issue and restarted the necessary services. Outbound calls should begin processing, though there may be a slight delay as the backlog clears. We're continuing to monitor..

3. resolved Jun 06, 2025, 08:47 PM UTC

   Outbound queuing behavior has returned to normal. Outbound services are operating as expected at this time..

4. identified Jun 07, 2025, 12:38 AM UTC

   We've identified that the issue is continuing to impact outbound calls queuing, specifically to our PCI Fuse environment. We're actively working on a fix and will share updates as we make progress..

5. resolved Jun 07, 2025, 09:35 PM UTC

   This incident has been resolved..

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Started Jun 05, 2025, 08:08 PM UTC· resolved Jun 05, 2025, 11:00 PM UTC

1. investigating Jun 05, 2025, 08:08 PM UTC

   We are currently investigating an incident involving intermittent connectivity issues with the Fuse service. Our team is actively working to identify the root cause and implement a resolution..

2. identified Jun 05, 2025, 09:40 PM UTC

   We’ve identified the issue as related to elevated system load. The problem is still ongoing, but we’ve narrowed down the cause. You may continue to see delays or unexpected behavior to logging. We’ll provide updates as we make progress..

3. monitoring Jun 05, 2025, 09:56 PM UTC

   We implemented a fix and are currently monitoring the result..

4. resolved Jun 05, 2025, 11:00 PM UTC

   This incident has been resolved..

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Started Apr 30, 2025, 08:37 PM UTC· resolved Apr 30, 2025, 08:37 PM UTC

1. resolved Apr 30, 2025, 08:37 PM UTC

   We experienced an issue affecting the processing of inbound PCI numbers. The failure point was identified and corrective action was taken at 6:52 PM Eastern Time. Services are now operating normally..

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Started Jan 15, 2025, 11:59 AM UTC· resolved Jan 16, 2025, 01:00 AM UTC

1. investigating Jan 15, 2025, 11:59 AM UTC

   We are aware of and are currently working to resolve a known issue cause by a data center disruption impacting our voice infrastructure. About 50% of traffic may be impacted. Customers calling IVR services will intermittently experience failure, resulting in dead air, or carrier rejection messages. We have all necessary resources engaged and are working to resolve this issue as soon as possible..

2. identified Jan 15, 2025, 12:24 PM UTC

   We have identified the source of the issue and are working with resources at the impacted data center to resolve as soon as possible..

3. identified Jan 15, 2025, 12:44 PM UTC

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

4. monitoring Jan 15, 2025, 01:01 PM UTC

   We have implemented a fix and have validated restoration of service..

5. monitoring Jan 15, 2025, 01:19 PM UTC

   The previously introduced fix is working as expected. We have identified a very small subset of numbers which need additional configuration adjustments to address the issue and are working to resolve the remaining set as soon as possible..

6. resolved Jan 15, 2025, 01:24 PM UTC

   The issue has been resolved, and systems are now operating as expected. We appreciate your patience and understanding while we worked to address the situation..

7. identified Jan 15, 2025, 04:12 PM UTC

   We have continued to monitor this incident and have identified that some issues are still occurring. Our team is actively working to resolve this and is closely monitoring the situation. We will provide further updates as we make progress..

8. identified Jan 15, 2025, 05:42 PM UTC

   We are continuing to work on resolving this issue and are closely monitoring the situation. Our team is actively investigating and making progress toward a resolution. We will continue to provide further updates as they become available..

9. monitoring Jan 15, 2025, 06:03 PM UTC

   We have taken action to mitigate this issue and will continue to monitor the situation. Our team is actively working with our data center toward a full resolution. Further updates will be provided as progress is made..

10. monitoring Jan 15, 2025, 08:50 PM UTC

    We have implemented a fix that should resolve issues with outbound calls using the API, and we are continuing to monitor the situation to ensure stability. Additionally, alongside our mitigation efforts, our team is physically present at the data center and actively working to restore services as a whole. Thank you for your patience as we work toward a full resolution..

11. monitoring Jan 15, 2025, 10:43 PM UTC

    Our team is still working diligently towards a resolution. We will continue to provide updates as new developments arise..

12. monitoring Jan 16, 2025, 12:19 AM UTC

    We are actively working to resolve the issue and are making steady progress. Further updates will be provided as we have more information to share. We appreciate your patience and understanding..

13. resolved Jan 16, 2025, 01:00 AM UTC

    The issue has been resolved, and systems are now operating as expected. We appreciate your patience and understanding while we worked to address the situation..

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Started Dec 20, 2024, 02:44 PM UTC· resolved Dec 20, 2024, 03:15 PM UTC

1. investigating Dec 20, 2024, 02:44 PM UTC

   We are aware of a current issue impacting some customers' IVR experiences. This is preventing inbound calls from connecting as expected. We have all necessary resources engaged and will resolve the issue as soon as possible..

2. identified Dec 20, 2024, 02:59 PM UTC

   We have identified the issue and have implemented a workaround to restore service. You may experience a slight delay in initial connection time, but calls now connect. We are continuing working on a final fix..

3. identified Dec 20, 2024, 03:11 PM UTC

   We have confirmed the full fix for this issue and are implementing it now. We expect resolution shortly..

4. resolved Dec 20, 2024, 03:15 PM UTC

   This incident is resolved..

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Started Oct 23, 2024, 03:20 PM UTC· resolved Oct 23, 2024, 08:19 PM UTC

1. investigating Oct 23, 2024, 03:20 PM UTC

   **Additional Impact: Plum DEV** Plum DEV is also experiencing issues related to fetching documents from the file repository. This is being investigated as part of the broader impact..

2. identified Oct 23, 2024, 03:55 PM UTC

   We’ve identified the cause of the issues and are actively working towards a resolution..

3. identified Oct 23, 2024, 03:57 PM UTC

   We've identified a network routing failure within our infrastructure that contributes to the handling of PCI transfers. We're working to correct that underlying misbehavior and will have further updates to share after that effort has been completed. .

4. monitoring Oct 23, 2024, 04:48 PM UTC

   We've addressed the underlying network/routing issue that was impacting external call transfers for PCI numbers. Additionally, we've identified and mitigated the issues with sound file playback. All validation testing has confirmed successful routing at this time. We're continuing to monitor the system for recovery and will transition this disruption to a resolved status after getting full confirmation that all transfers are operational across impacted organizations..

5. resolved Oct 23, 2024, 08:19 PM UTC

   No further instances of the routing/transferring error have been encountered. Transitioning this incident to a resolved status. In the event you see a resurfacing of any symptoms, please reach out to the Care Team with example details..

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