XTIUM Outage History

We are investigating an issue with incoming calls to OCC Cloud, where the IVR menu audio is being played with a considerable delay.

We continue to work closely with the vendor to investigate the issue. We will share updates as soon as they become available.

We are aware of an issue impacting the PeterConnects Receptionist application. Users attempting to sign in get an error message saying: PCAUTH0001: An unknown error occurred. We are currently investigating with the highest priority and will provide further updates in due course. If you experience this issue, please raise a case via our Selfservice portal: https://selfservice.xtium.eu

We are currently investigating an issue affecting the ability to log in to the OCC Cloud environment, including Touchpoint.

We have received additional reports of the issue recurring. We are actively investigating this together with our vendor as a high priority.

If you experience any issues related to this incident again, we kindly ask you to open a new ticket and include an example.

We have identified an incident affecting the OCC Cloud platform which may cause calls to disconnect unexpectedly. Our engineers are currently investigating the issue and working towards a resolution. If you are experiencing service issues, please raise a support case with us so we can track the impact. You may also activate your disaster recovery or failover routing if this option is available within your setup. We will provide an update as soon as more information becomes available.

We are currently experiencing an incident on the BroadSoft platform with the Receptionist/Callcenter application. As a result, inbound and outbound calls may be unexpectedly disconnected. We are investigating the issue and will provide updates as more information becomes available.

We are continuing to investigate this issue.

Initial investigation indicates that the issue may be related to one of our Carriers. We have engaged our carrier and are jointly investigating the situation to determine the root cause. Further updates will be shared as soon as more information becomes available.

We are currently investigating an issue where agents are unable to handle calls in Touchpoint and can be automatically logged out. We are investigating with high priority.

In order to solve the issues our vendor will be restarting some servers what may cause a drop of calls.

Our vendor has implemented measures to resolve the issue, and we are seeing significant improvements. We are continuing to monitor the situation closely to ensure full stability.

Our vendor is currently investigating an issue impacting Webex sign-in. Users are experiencing login failures. The issue is being addressed with high priority, and updates will be provided as soon as more information becomes available.

We are currently investigating an issue with IVR and inbound call handling in Touchpoint. We are investigating this issue with high priority alongside our vendor and will provide updates as soon as more information becomes available.

We are investigating an issue impacting OCC Cloud. We have received reports of agents getting signed out and being unable to sign in, and call handling. Our vendor is investigating with priority. If you experience this issue, please raise a case via our Selfservice portal: https://selfservice.xtium.eu/

Dear all, We are currently experiencing an issue on the OCC Cloud platform. There was maintenance performed last night by our vendor on their SBC's, but it has taken longer than expected. As a result, calls are currently not coming through. The issue is still under investigation together with their vendor. We will provide an update as soon as more information becomes available

At this moment, there is no new update yet regarding the ongoing issue on the OCC Cloud platform. The vendor is still investigating the problem together with their supplier. If you are affected, please create a ticket via the HALO Self-Service Portal so we can log and track the impact accordingly. Notify us if we can redirect your main number to an alternative phone number in order to keep you reachable. We will share a further update as soon as new information becomes available.

XTIUM is aware of an issue impacting OCC Cloud service number reachability and call handling issues in Touchpoint. We are currently investigating with the highest priority and will provide further updates as soon as possible.

We continue to work closely with the vendor to investigate the issue. We will share updates as soon as they become available.

We have identified that the issue from earlier this morning has started recurring. Our vendor is currently looking into the issue.

We are aware of an issue impacting OCC Cloud clients getting logged out and are unable to log in to the Touchpoint application. We are investigating this with the highest priority and will share further updates as soon as they become available. If you experience this issue, please raise a case via our Selfservice portal: https://selfservice.xtium.eu/

We are currently aware of an issue preventing users from logging in to the Callcenter and Receptionist applications. After entering your credentials, a loading icon appears, but the page then returns to the login screen. We are investigating this issue with high priority. We will provide an update as soon as possible. https://callcenter.voip.evolveip.eu/callcenter/ https://receptionist.voip.evolveip.eu/receptionist/

We are currently experiencing an outage with Peco. Our team is aware of the issue, and we have contacted the vendor to resolve it as soon as possible. In the meantime, please use the fallback to stay reachable: https://receptionist.voip.evolveip.eu/receptionist/%C2%A0 We will update you with more information as soon as we can. Apologies for the inconvenience.

We are aware of an issue with inbound and outbound calls, impacting some of our OCC Cloud Azure customers. We are investigating this issue with high priority alongside our vendor and will provide updates as soon as more information becomes available.

EvolveIP is again investigating an issue impacting OCC Cloud clients and our clients who are working from our UK Broadsoft platform. The issue seems to be related to the issue earlier today, and we are again investigating. We will update you as soon as possible, as more information becomes available.

Good morning, EvolveIP is aware of an issue impacting OCC Cloud clients and our clients who are working from our UK Broadsoft platform. We are currently investigating with the highest priority and will provide further updates in due course

Unfortunately we have to report that the service is not stable yet, and still showing signs of the previously mentioned issue in our initial notification. We do see that phone registrations and calls are recovering, but we also still see some instability in the service. Our engineers are still investigating the issue with the highest priority, and we will keep you updated via this statuspage.

We are currently aware of an issue where agents are experiencing audio stutter on a portion of calls in Touchpoint on the OCC Cloud platform. This issue is being investigated as a high priority, and we will provide updates as soon as more information becomes available. If you encounter the same issue, please raise a case via our Selfservice portal and include clear examples with timestamps and phone numbers so we can investigate further.

We are continuing to investigate this issue.

There have been new reports of audio stutter this morning. We are currently investigating the issue. Further updates will follow as soon as more information becomes available.

We are enabling extended monitoring in collaboration with our vendor and within Evolve IP. This should provide additional insight if the audio stutter issue reoccurs.

We have collected multiple examples today and shared them with our supplier for further analysis. The investigation is currently ongoing. Thank you for your continued patience. We will keep you updated as soon as more information becomes available.

We are aware of an issue with phone numbers routed via KPN. Incoming calls may play an audio message stating that the phone number is unreachable. If you are affected, please raise a ticket with us and provide the impacted phone number(s). We have already logged a high priority ticket with our vendor KPN for further investigation and will keep you updated on the progress.

KPN is continuing to investigate the issue with high priority. They have confirmed that the problem is caused by a disruption in their infrastructure. We will provide updates as soon as they become available.

KPN is continuing to investigate the issue with high priority. We will provide a new update as soon as it becomes available.

We are currently aware of an issue in which a percentage of calls in Touchpoint on the OCC Cloud platform is disconnected. We are investigating this issue with high priority alongside our vendor and will provide updates as soon as more information becomes available.

We are receiving new reports of the issues reported yesterday on the OCC Cloud service, including disconnected calls and delays in call setup. Our investigation into the matter is ongoing, and we are actively working with the vendor to identify and resolve the issue.

If you are still experiencing the issues reported yesterday on the OCC Cloud service, such as delay on answering calls, delay in audio during calls, disconnected calls; Please share call examples in your ticket, with the following details: - Timestamp - Caller phone number - Agent name - Description of the issue - Client logs of the agent Thank you for your patience and continued cooperation.

We are currently aware of an issue where a portion of inbound and outbound calls in Touchpoint are being offered to agents, but a connection cannot be established (both for SIP and voice devices). We are investigating this issue with high priority alongside our vendor and will provide updates as soon as more information becomes available.

We are continuing to investigate the issue.

We are continuing to investigate the issue.

We are continuing to investigate the issue.

We are currently investigating an issue where PeterConnects Receptionist users are being automatically logged out and are unable to sign back in or use the application as intended, preventing them from receiving incoming calls. As a temporary workaround, we recommend that PeterConnects Receptionist users login to the application via the following URL: https://receptionist.voip.evolveip.eu/receptionist/ This alternative access will allow users to continue receiving incoming calls until the issue is fully resolved.

We are continuing our investigation with our vendor. We will provide further updates here as soon as more information becomes available.