XTIUM experienced a minor incident on January 23, 2026 affecting Agent application - Touchpoint and OCC - Call Processing and 1 more component, lasting 55m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 23, 2026, 09:04 PM UTC
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.
- identified Jan 23, 2026, 09:12 PM UTC
The root cause of the issue has now been identified, and our engineers are working on implementing a fix. If you are still experiencing service issues, please raise a support case with us so we can track the impact.
- monitoring Jan 23, 2026, 09:17 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jan 23, 2026, 10:00 PM UTC
The incident affecting the OCC Cloud platform has been resolved. Services have been restored and are operating normally. After implementing the fix, our engineers have monitored the platform for the past hour and all services are stable. If you continue to experience any issues, please raise a support case with us so we can investigate further. We apologize for the inconvenience caused and thank you for your patience.