VanillaSoft Outage History

We are investigating reports that Clarity VoIP users are currently experiencing “failed to establish” errors when attempting to place calls. This issue is also impacting Voicemail Drops and texting. Our engineering team is actively engaged and investigating the root cause. We are treating this incident as a high priority and will provide updates as more information becomes available.

We are currently investigating an issue impacting some clients on the Clarity platform. At this time, users may experience the following issues: Calls not routing to available agents Inability to transfer calls Click-to-dial functionality not working Our VoIP engineers are actively investigating the root cause and working to restore full service as quickly as possible. We apologize for the inconvenience this is causing and appreciate your patience and understanding. Please be assured this incident is being treated as a high priority.

Our VoIP engineers continue to actively investigate the issue impacting the Clarity platform. Clients may still experience the following issues: Calls not routing to available agents Inability to transfer calls Click-to-dial functionality not working At this time, we are still investigating the root cause and do not yet have an ETA for resolution. We sincerely apologize for the ongoing inconvenience and appreciate your continued patience and understanding. Please be assured this incident remains a high priority.

We would like to provide a further update regarding the ongoing issue impacting the Clarity platform. Call transfer and click-to-dial functionality have now been restored. Our teams are continuing to work on resolving the remaining issue affecting inbound call routing to available agents. We are actively investigating and working to restore full service as quickly as possible. At this time, there is still no confirmed ETA for full resolution. We apologize for the continued inconvenience and appreciate your patience and understanding. This incident remains a high priority.

We are currently investigating an issue where some clients may be experiencing failures when attempting to enable SIP on VS Connect, resulting in 408 timeout errors. Our engineering team is actively engaged and working to identify the root cause and implement a resolution as quickly as possible. We will provide updates as more information becomes available. In the meantime, if you are experiencing this issue or have additional details to share, please contact support.

Our engineering team is continuing to actively investigate the issue affecting SIP enablement on VS Connect, which may be resulting in 408 timeout errors for some clients. At this time, the issue remains under investigation, and our teams are working to determine the root cause and next steps toward resolution. We will share further updates as soon as more information becomes available. Thank you for your continued patience.

We are currently investigating reports that some clients are experiencing a “Failed to Enable (SIP 500)” error when attempting to use their VoIP services. Our engineering team has been engaged and is actively working to identify the root cause. Additionally, some users may experience intermittent lag when navigating the portal. We will continue to provide updates as more information becomes available. Thank you for your patience and understanding.

We are currently experiencing an issue affecting both incoming and outgoing calls. Our voip team is actively investigating the root cause. Impacts: This issue may result in abnormal delays or an inability to initiate or receive calls. Additionally, users may encounter a 500 error when using VS Connect. We will provide updates as more information becomes available.

We are currently experiencing an issue affecting incoming and outgoing calls due to an IP backbone issue. This could potentially cause abnormal delays or an inability to initiative or receive calls. Our engineers are working on resolving this as quickly as possible. We will continue to provide updates as they become available. We apologize for the inconvenience this is causing.

We are currently investigating Failed to Establish SIP 408 errors. This is affecting all inbound and outbound dialing. This will also impact VM Drop deliverability. We understand the impacts that is causing you and we are working quickly to resolve. For more information, please follow our status page https://status.vanillasoft.com/ Thank you for your patience.

Our VOIP engineers are investigating an issue with their network provider in one of their data centers. We will provide more updates as they become available. Thank you for your patience, and we apologize for any inconveniences this is causing.

We are showing a recurrence with the Failed to Establish Error for outbound dialing. Our engineers are fully engaged and are looking into the cause. We will provide an update as soon as possible

We are aware of an outage affecting the ability to dial on our VOIP service. Clients are reporting when attempting to dial out, they are receiving a "Failed to Establish Call" error message. Our engineers are currently investigating the root cause and working to address this as quickly as possible. We appreciate your patience. We apologize for the inconvenience this is causing.

We are continuing to investigate this issue.

We are currently investigating reports of some clients receiving "Failed to Establish" errors when attempting to dial. Our engineers are working on identifying the root cause. We apologize for the inconvenience and are working on a quick resolution.

We are currently reviewing issues with our VoIP line provisioning partner Alianza that could be impacting some of our clients. New VoIP line creation, activation, and deletion are affected by this outage. The Vanillasoft support team is engaging with our Alianza partner to work towards a resolution. This outage does not affect your ability to place or receive calls. If you have any questions or concerns, please reach out to our Customer Support team or visit our status page for real-time updates. (https://status.vanillasoft.com/)

We are continuing to investigate this issue.

We are still getting reports that the issue may not be fully resolved. Some clients may also be experiencing issues with logging into VS Connect. We continue to work with our host Alianza for resolution. Thanking you in advance for your patience and understanding.

We are continuing to experience issues affecting VoIP line creation, assignment, reassignment, and VS Connect logins. We are actively working with our Host Partner, Alianza, to identify the root cause and implement a resolution. At this time, these functions may be intermittently unavailable or fail to complete successfully. Other services remain operational. We will provide further updates as soon as more information becomes available. Thank you for your patience and understanding while we work to resolve this issue.

We are investigating reports that some clients may be experiencing an issue affecting inbound calls with one of our carriers. Our team is actively investigating the cause and working with the carrier to resolve this as quickly as possible. Impact: This may result in abnormal delays or an inability to receive inbound calls for some users. Some call quality issues may also be present We will provide an update as soon as more information becomes available. If you have any questions or concerns, please reach out the Customer Support Team.

We are currently investigating reports that outbound calls are failing to establish. Some clients are experiencing dead air when attempting to place calls. Our engineering team is actively engaged and investigating the root cause. We will provide updates as more information becomes available. Please visit our status page at https://status.vanillasoft.com/ for up-to-date information.

We are currently investigating reports that outbound calls are failing to establish. Some clients are experiencing dead air when attempting to place calls. Our engineering team is actively engaged and investigating the root cause. We will provide updates as more information becomes available.

GENERAL NOTICE- VoIP Portal Server Errors Please note that we are aware of the issue causing our VoIP Portal to present Internal server Error Messages. This is not service impacting. An error in some subsystems related to the presentation and consolidation of invoice data is causing certain fields in the Dashboard page of Clarity to fail to display. We are actively working with our engineers through resolution of the problem. For more information, please refer to our status page at https://status.vanillasoft.com/ Thank you for your patience. VanillaSoft Customer Support

We are currently experiencing slowness and latency issues across the VanillaSoft platform. This may affect your ability to access certain features or result in delayed system responses. Our engineering team is actively investigating the root cause and working diligently to implement a resolution as quickly as possible. We sincerely apologize for the inconvenience this may cause and appreciate your patience and understanding as we work to restore optimal performance. We will continue to provide updates as more information becomes available. — The VanillaSoft Support Team

We are currently investigating reports that some clients are unable to load their HUD through the Clarity Portal. Our engineers are engaged, and we will provide an update as soon as possible. We understand the urgency behind this and are actively working on a resolution. We apologize for the inconvenience and thank you for your patience

We are continuing to investigate the cause of the HUD issues, which include HUD not loading and HUD groups not displaying for some clients. We are aware of the impacts to you and your business, and we appreciate your patience. If you have any questions, please reach out to our Customer Support team via chat or our contact center at 972-200-0179, option 2.

Our VoIP engineers are currently investigating an issue with Oracle Cloud affecting some of our Clarity services since around 4:20 PM EST (21:20 GMT). Some inbound and outbound calls may be impacted as a result of this outage. Some may also be experiencing "Failed to Establish" when attempting to place an outbound call. Our Engineering Team is currently working with the provider to bring the services back online.

The VoIP engineers are still working on these issues. Click to Dial may be impacted; however, manual inbound and outbound dialing should still be working. We will continue to update as they become available. Thank you for your patience and understanding.

Our engineers are still working towards a resolution with Oracle Cloud. We will continue to keep you updated. We apologize for any inconvenience this may cause.

Status Page Update: SMS and SMS Deliverability Issues Status: Investigating We are currently aware of an issue affecting SMS functionality and deliverability. Our team is actively investigating the root cause to resolve this matter as quickly as possible. Impact: Some clients may experience delays or failures in sending and receiving SMS messages. Deliverability rates for outgoing SMS may be lower than expected. We understand the importance of this service and apologize for any inconvenience this may cause. Further updates will be provided as we progress in our investigation and work toward resolution. Thank you for your patience and understanding. If you have any questions or concerns, please don’t hesitate to contact our support team or visit our status page for more updates. .

We have received reports that some clients are unable to log into the VoIP Portal, unable to place or receive calls. Our VoIP engineers are currently investigating. We apologize for the inconvenience and thank you for your patience.

Our VanillaSoft VoIP Team is currently investigating reports that some VanillaSoft clients are unable to view or retrieve call recordings in their Clarity Portal. This issue was identified as a result of a load balancer failure affecting the Oracle database servers where the recordings are stored. We apologize for any inconvenience caused by this disruption and appreciate your patience as we worked to restore full service functionality. For further assistance, please reach out to our VanillaSoft support team.

Our VanillaSoft VoIP team continues to investigate the cause of the inability to access call recordings on Clarity. Clients continue to experience issues accessing or retrieving call recordings due to an ongoing load balancer configuration issue affecting Oracle servers. Our teams are actively working to resolve this, but as of now, there is no estimated time for resolution (ETA). Current Update: Our VanillaSoft VoIP engineering teams have been investigating the root cause associated with the load balancer failure impacting connectivity to the Oracle database servers where call recordings are stored. The issue remains unresolved as we work on restoring full service. We apologize for the ongoing inconvenience and appreciate your patience as we work to resolve this issue. Our support teams are available for further assistance. Please stay tuned for additional updates.

We are currently investigating with our VoIP engineers reports of SMS failing and VM Drops not sending. This is may be impacting some clients intermittently. For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). We are continuing to work with our engineers to resolve your issues. Thank you for your patience. Please reference the status page for more information.

We continue to investigate the issues with our engineering team and partners. We are working quickly to resolve this issue. Reminder: For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). Thank you for your patience. Please reference the status page for more information.

We are currently experiencing a partial outage affecting the following services: SMS HUD VM DROP Issue: Some of our clients are reporting that they are unable to utilize the services marked above ETA for Resolution: Our team is investigating the issue and we will provide an estimated time for resolution as soon as possible. We apologize for the inconvenience and appreciate your patience as we work to resolve this matter. Updates will be provided on our status page: https://status.vanillasoft.com/

For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). We are continuing to work with our engineers to resolve your issues. Thank you for your patience. Please reference the status page for more information.