XTIUM incident

IVR and inbound call handling

Critical Resolved View vendor source →

XTIUM experienced a critical incident on November 20, 2025 affecting OCC Cloud, lasting 1h 45m. The incident has been resolved; the full update timeline is below.

Started
Nov 20, 2025, 02:35 PM UTC
Resolved
Nov 20, 2025, 04:21 PM UTC
Duration
1h 45m
Detected by Pingoru
Nov 20, 2025, 02:35 PM UTC

Affected components

OCC Cloud

Update timeline

  1. investigating Nov 20, 2025, 02:35 PM UTC

    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.

  2. monitoring Nov 20, 2025, 03:12 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Nov 20, 2025, 04:21 PM UTC

    We have completed monitoring and confirmed that all systems are stable. Our investigation shows the impact was limited in scope, and all affected customers are now fully operational. Thank you for your understanding while we worked to restore functionality.