Is Puzzel down?

We are investigating and seeking to resolve an incident which may be affecting Puzzel services. Our Operations team are currently investigating this issue as a priority. We apologise for the potential impact of this incident on you and your business.

We are continuing to investigate the incident affecting multiple Puzzel services, and our engineering teams is treating this as a priority. We apologise for the impact this incident may be having on you and your business, and will provide a further update as soon as we have one.

We are continuing to investigate the incident affecting multiple Puzzel services. Our engineering teams are treating this as a priority and has engaged one of our external vendors to support the investigation. Customers may experience issues with the following, including but not limited to: Case Management, Chat, Public FAQ, SMS, FTP, Speech Recognition, Bots, Live Summary, Verint, RawData, and loading of statistical reports in Puzzel Admin. We apologise for the impact this incident may be having on you and your business, and will provide a further update as soon as we have one.

We are continuing to investigate the incident affecting multiple Puzzel services. Customers may also be experiencing issues accessing the Puzzel Agent Application in addition to services previously affected. Some Puzzel services have been restored, and other services still affected are being investigated as a priority. We apologise for the impact this incident may be having on you and your business, and will provide a further update as soon as we have one.

The incident affecting Puzzel services is now resolved and normal services are resuming. Please note that SMS service restoration is still in progress. Puzzel engineers will continue to monitor all services closely and will provide further updates if there are any changes. Please accept our apologies for the impact of this incident on you and your business.

We are currently investigating reports of silent calls affecting some customers in Denmark, impacting Contact Centre and Sales Intelligence. Thank you for your patience. We will provide more information as soon as we have an update on the investigation.

We are continuing to investigate reports of silent calls affecting some customers in Denmark, impacting Contact Centre and Sales Intelligence. We are in dialogue with one of our vendors as part of the investigation. Thank you for your patience. We will provide more information as soon as we have an update.

We are continuing to investigate reports of silent calls affecting some customers in Denmark, impacting Contact Centre and Sales Intelligence. As traffic has increased this morning, we are unfortunately seeing a higher number of calls affected by the issue. We remain in dialogue with one of our vendors as part of the ongoing investigation and are working to identify the cause and restore normal service. Thank you for your patience and understanding. We will provide a further update as soon as we have more information.

We are continuing to investigate reports of silent calls affecting some customers in Denmark, with an impact on both Contact Centre and Sales Intelligence services. As part of our ongoing investigation, we remain in close dialogue with one of our vendors and are working to identify the root cause of the issue and restore normal service as soon as possible. We appreciate your patience and understanding while we continue our investigation. We will provide a further update here as soon as more information becomes available. In the meantime, please continue to raise any issues via a Support Ticket.

Our investigation into silent calls affecting some customers in Denmark, impacting both Contact Centre and Sales Intelligence services, has identified the underlying cause of the issue. We are working with our vendor to implement the required configuration change. The change is subject to the vendor's change process, and we are working with them to have this completed as quickly as possible. The impact is currently limited and varies with traffic levels. We continue to monitor the situation closely while working towards a permanent resolution. We appreciate your continued patience and understanding. We will provide a further update here when there is more information.

The required configuration change with our vendor is scheduled for further work tomorrow at 09:00 CEST. The timing for completion is not yet confirmed. In parallel, we are implementing an additional mitigation this evening which we expect will address the issue. The issue is currently limited to inbound calls, as outbound traffic has been rerouted via an alternative route. The impact remains limited and varies depending on traffic levels. For affected incoming calls, callers may not hear the normal welcome message and may therefore hang up and try calling again. We continue to monitor the situation closely and will provide a further update as soon as more information becomes available.

The required configuration change with our vendor remains scheduled for today at 09:00 CEST. Last evening, we implemented an additional mitigation measure, which we anticipate will help address the issue. The current impact remains limited to inbound calls, as outbound traffic has been successfully rerouted via an alternative route. The level of impact remains limited and may vary depending on traffic volumes. We continue to monitor the situation closely and are actively working with our vendor to resolve the issue. We will provide a further update as soon as additional information becomes available. Thank you for your continued patience and understanding.

We are currently investigating an incident affecting voice services in Sweden. Some customers may be unable to initiate outbound calls. Our engineering team is treating this as a priority and is working to identify the cause and restore full service as quickly as possible. We apologise for any inconvenience this may cause you and your business, and will provide an update as soon as we have more information.

We are continuing to investigate the incident affecting voice services, initially reported in Sweden. We are now receiving reports of similar issues from other countries. Customers may be unable to initiate outbound calls, and customers may also be experiencing issues with some inbound calls. Our engineering team continues to treat this as a priority and is working to identify the root cause and restore full service as quickly as possible. We apologise for any inconvenience this may cause you and your business, and will provide a further update as soon as we have more information.

We are investigating and seeking to resolve an incident which may be affecting your service. Customers may be experiencing issues accessing the Agent Application & Admin Portal. Our Operations team are currently investigating this issue as a priority. We apologise for the potential impact of this incident on you and your business.

Puzzel engineers are continuing to work to resolve the incident, which is affecting the Puzzel Agent Application. Customers may be experiencing a "Sign-in failed" error message when accessing the Agent Application. The Puzzel Admin Portal is available and administrators can log agents on/off via the Puzzel Admin Portal. Agents using softphone can be logged on with alternative phones if applicable. Our Operations team are continuing to investigate this issue as a priority. We apologise for the potential impact of this incident on you and your business.

Puzzel engineers are continuing to work to resolve the incident, which is affecting the Puzzel Agent Application. Our monitoring indicates that service is improving and some users are now able to access the Agent Application. Some customers may still be experiencing error messages or delays loading the Agent Application, as normal service is being restored. We apologise for the potential impact of this incident on you and your business.

We are investigating and seeking to resolve an incident which may be affecting customers using CoPilot Live Summary. Customers may be experiencing an error message when attempting to summarize a conversation. Puzzel engineers are currently investigating this issue as a priority. We apologise for the potential impact of this incident on you and your business.

Puzzel engineers have identified an issue with the ASR service and are working to restore the service. We will update you once the issue has been resolved and normal service has resumed.