Investigating – Outbound Calls via Fuse Legacy Environment

Update timeline

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

   Type: Incident Duration: 48 minutes Affected Components: FUSE, PCI Fuse, Outbound Calling Aug 19, 20:49:28 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Aug 19, 21:02:44 GMT+0 - Resolved - This incident has been resolved. Aug 19, 20:15:13 GMT+0 - Investigating - 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. Aug 19, 20:33:47 GMT+0 - Monitoring - 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. Aug 19, 20:38:56 GMT+0 - Identified - 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.