XTIUM experienced a minor incident on December 11, 2023 affecting OCC Cloud, lasting 28d 19h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 11, 2023, 02:08 PM UTC
Good afternoon, We are noticing (and also have received some reports) that there are issues with setting up outgoing calls via OCC Cloud. We believe the rootcause of the issue is outside of our domain. We have already created tickets with our relevant suppliers for further investigation. Our investigation shows that this does not happen with every call, but with specific calls that follow a specific outgoing route. Apologies for the inconvenience. We will update you as soon as possible.
- identified Dec 11, 2023, 03:16 PM UTC
Our Voice Engineering has concluded that the cause is external with one of our partners. Our partner is already investigating the issue. We will keep you updated on the status.
- monitoring Dec 11, 2023, 04:51 PM UTC
We are monitoring the situation with our supplier.
- identified Dec 12, 2023, 02:35 PM UTC
The issue is still occurring and will intermittently cause outgoing call setup failures and intermittently cause an incoming call to fail. The vendor has identified an issue on their SBC and are currently planning Emergency maintenance for this evening, we will advise when we have confirmed a time and duration.
- identified Dec 12, 2023, 04:19 PM UTC
Vendor Emergency Maintenance at 21:00 this evening, details on maintenance notification
- monitoring Dec 13, 2023, 09:23 AM UTC
A fix has been implemented and we are monitoring the results.
- investigating Dec 18, 2023, 12:42 PM UTC
Dear client, The earlier communicated fix has not resolved the issue. We have noticed early this afternoon that the issue has started again where agents are having trouble both with setting up outgoing calls via OCC cloud and receiving calls via OCC Cloud. Our supplier is still investigating the issue with the highest priority. We will keep you updated via these status updates.
- investigating Dec 20, 2023, 05:22 PM UTC
We continue to see some issues during peak times, we are still investigating with the Vendor. Thank you for your patience in this matter
- investigating Dec 22, 2023, 03:12 PM UTC
Dear client, As the investigation is ongoing we are testing potential workarounds during peak times. While we expect a seamless experience, please be aware of potential audio issues, for example: - callers mentioning robotic voices - stuttering audio - delay in audio If so, please reach out to our Support. Thank you for your patience.
- monitoring Jan 03, 2024, 11:45 AM UTC
We have implemented a workaround since the 27th of December and are monitoring traffic over peak times to confirm if any issues persist.
- resolved Jan 09, 2024, 10:08 AM UTC
Following close monitoring over peak times since the fix, no further issues have occurred.