Reinvent Telecom experienced a notice incident on June 5, 2023 affecting Intermedia, lasting 4h 34m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 05, 2023, 05:56 PM UTC
We are currently looking into an issue with Intermedia where calls are landing in the queue and not handing off to available agents. We are working with Intermedia at this time to get more information to provide on status.
- investigating Jun 05, 2023, 06:04 PM UTC
We are currently experiencing an impairment on Intermedia Cloud Contact Center services.. We have activated our conference bridge for your convince and to get the latest information as it is available. Reinvent – Partner Bridge: Dial-in: 602-753-6338 Conf Code: 1170584
- investigating Jun 05, 2023, 06:12 PM UTC
Per Intermedia: Summary: As of now callers can reach customers IVRs and queues, however they will stay in the queue for an extended period of time until the call does terminate to an agent. Technical Details: Our technical team is currently investigating the issue. More details to come
- identified Jun 05, 2023, 06:44 PM UTC
Identified - The issue has been identified and we are currently monitoring the issue. We are seeing improvement and calls are terminating to agents
- monitoring Jun 05, 2023, 06:46 PM UTC
Monitoring - Summary of issue: As of now, callers can reach customers' IVRs and queues, however, they will stay in the queue for an extended period of time until the call does terminate to an agent. Business Impact: Calls in the queue are staying in the queue and not terminating any available agents. technical Details: Our technical team is currently investigating the issue. More details to come
- monitoring Jun 05, 2023, 08:53 PM UTC
We are receiving reports of the call delivery issue from the queues to agents manifesting again. We are working with Intermedia at this time to resolve this quickly.
- monitoring Jun 05, 2023, 09:05 PM UTC
At this time the ReInvent Team is working a conference all with Intermedia on the occurring issue. We will update as more information is available.
- monitoring Jun 05, 2023, 09:55 PM UTC
The issue has cleared at this time and we will request an RFO on these issues form Intermedia. We will monitor for the rest of the day.
- resolved Jun 05, 2023, 10:31 PM UTC
At this time this issue is resolved. Calls are connecting normally to available agents. And RFO will be provided quickly in regards to this incident.