Tangoe Mobile experienced a minor incident on February 4, 2021 affecting Helpdesk Services, lasting 3h 17m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 04, 2021, 06:29 PM UTC
There is a currently an intermittent issue with some of our toll-free numbers via our call management software platform. When calling it will go to dead air and this may affect some customers from reaching the Tangoe Mobile service desk. Our team has actively engaged our provider for an expedient resolution. This notice will be updated as additional information becomes available or the issue has been resolved.
- resolved Feb 04, 2021, 09:47 PM UTC
We have confirmation services have returned to operating levels and our teams as well as our call management teams are monitoring the lines to ensure we do not encounter any further issues. We will work with our call management vendor on an RCA, outlining the issues sustained and steps taken to prevent this moving forward. We have had our Teams test the outstanding toll free lines not working earlier and all calls are hitting our agents as expected.