Ytel Outage History

Started Sep 23, 2026, 03:52 PM UTC· resolved Oct 13, 2026, 04:56 AM UTC

1. investigating Sep 23, 2026, 03:52 PM UTC

   Investigating: Reporting Jobs We are currently investigating an issue affecting Reporting Jobs, where imports and exports are not functioning as expected. Our team is actively working to identify the cause and restore normal functionality. We will provide additional updates as more information becomes available. We apologize for any inconvenience and appreciate your patience while we work to resolve the issue.

2. monitoring Sep 23, 2026, 04:20 PM UTC

   Reporting Job imports and exports are now functioning as expected. We are continuing to investigate an issue affecting email delivery notifications. Our team is actively working to restore normal notification functionality and will provide further updates as they become available. We appreciate your patience and apologize for any inconvenience.

3. resolved Oct 13, 2026, 04:56 AM UTC

   Reporting Job imports, exports, and email delivery notifications are functioning as expected. The extended monitoring period has been completed, and all functionality remains stable. Thank you for your patience.

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Started Sep 01, 2026, 03:53 PM UTC· resolved Sep 01, 2026, 10:17 PM UTC

1. investigating Sep 01, 2026, 03:53 PM UTC

   We are currently experiencing elevated latency due to a Google Cloud Services disruption. The following services are affected: Outbound Calls Inbound Calls Webphone Workflow Our team is actively investigating. We will continue to provide updates as the situation develops.

2. monitoring Sep 01, 2026, 04:15 PM UTC

   The issue causing elevated latency across Outbound Calls, Inbound Calls, Webphone and Workflow appears to be resolved. Our team is continuing to monitor the affected services to ensure stability and will provide additional updates if the issue returns. We apologize for the inconvenience and appreciate your patience.

3. resolved Sep 01, 2026, 10:17 PM UTC

   Latency continues to remain within acceptable thresholds and is no longer impacting services. Our team will continue to monitor system performance to ensure continued stability. We appreciate your patience and apologize for any inconvenience experienced during the disruption.

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Started Aug 13, 2026, 06:00 PM UTC· resolved Aug 14, 2026, 03:24 AM UTC

1. investigating Aug 13, 2026, 06:00 PM UTC

   We are currently investigating reports that Contact Center Call URL triggers are not executing as expected for some calls. Our engineering team is actively working to identify the root cause and assess the scope of the issue. We will provide additional updates as more information becomes available.

2. identified Aug 13, 2026, 06:16 PM UTC

   We have identified the cause of the issue impacting Contact Center Call URL triggers. Our engineering team is actively implementing a fix and validating the solution before deployment. We will continue to provide updates as progress is made. Thank you for your patience.

3. monitoring Aug 13, 2026, 08:57 PM UTC

   A solution has been deployed to address the issue impacting Contact Center Call URL triggers. To complete the fix, agents will need to log out of Contact Center and log back in. Once they have logged back in, Call URL triggers should function as expected. We will continue to monitor the system to ensure the issue has been fully resolved.

4. resolved Aug 14, 2026, 03:24 AM UTC

   The issue affecting Contact Center Call URL triggers has been resolved. The fix has been successfully deployed, and we have confirmed that Call URL triggers are operating normally. We appreciate your patience while we worked to resolve this issue.

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Started Jun 14, 2026, 12:12 PM UTC· resolved Jun 14, 2026, 03:31 PM UTC

1. investigating Jun 14, 2026, 12:12 PM UTC

   We are currently investigating reports of calls not completing as expected. Our team is actively working to identify the root cause and assess the scope of the issue. We will provide additional updates as more information becomes available. Thank you for your patience while we work to resolve this matter.

2. investigating Jun 14, 2026, 12:13 PM UTC

   We are continuing to investigate this issue.

3. identified Jun 14, 2026, 01:16 PM UTC

   We have identified the cause of the issue impacting call completion and are actively working on a resolution. Our engineering team is implementing changes to restore normal call completion. We will continue to provide updates as progress is made and a resolution has been fully deployed. Thank you for your patience and understanding.

4. monitoring Jun 14, 2026, 01:33 PM UTC

   Call completion rates have returned to expected levels, and calls are now completing successfully. We are actively monitoring system performance and call traffic to ensure continued stability and confirm the issue remains resolved. We will continue to provide updates as needed. Thank you for your patience while we worked to address this issue.

5. monitoring Jun 14, 2026, 01:42 PM UTC

   Calls continue to complete as expected, and service remains stable. We are continuing to closely monitor system performance and call traffic to ensure the issue remains resolved and that normal operation is maintained.

6. resolved Jun 14, 2026, 03:31 PM UTC

   Calls have continued to complete as expected, and our monitoring has confirmed that service remains stable. The issue has been fully resolved, and normal operations have been restored. We appreciate your patience and understanding while we investigated and addressed this matter.

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Started May 08, 2026, 07:31 PM UTC· resolved May 08, 2026, 08:30 PM UTC

1. investigating May 08, 2026, 07:31 PM UTC

   We are currently investigating reports of time synchronization errors within Ytel Contact Center affecting a small subset of customers. Our engineering team is actively working to identify the root cause and mitigate impact as quickly as possible. We will provide additional updates as more information becomes available.

2. identified May 08, 2026, 07:45 PM UTC

   We have identified the cause of the time synchronization errors impacting a small subset of Ytel Contact Center customers. Our engineering team is actively implementing a fix and monitoring system performance to ensure stability. We will continue to provide updates until the issue is fully resolved.

3. monitoring May 08, 2026, 07:56 PM UTC

   A fix has been implemented for the time synchronization errors impacting Ytel Contact Center customers. Our team is actively monitoring system performance to ensure services remain stable and operating as expected. We will continue monitoring and provide a final update once the issue is fully resolved.

4. resolved May 08, 2026, 08:30 PM UTC

   The issue causing time synchronization errors for a small subset of Ytel Contact Center customers has been resolved. Our monitoring has confirmed that systems are operating normally and affected functionality has returned to expected behavior. We appreciate your patience while our team investigated and resolved this issue.

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Started Dec 09, 2025, 09:40 PM UTC· resolved Dec 09, 2025, 10:45 PM UTC

1. investigating Dec 09, 2025, 09:40 PM UTC

   Engineers are investigating the Agent portal and voice calls not functioning for a small subset of customers.

2. identified Dec 09, 2025, 09:51 PM UTC

   We have identified and isolated the root cause to a single server. Efforts are underway to resolve the issue.

3. resolved Dec 09, 2025, 10:45 PM UTC

   We have resolved the incident and services are fully operational.

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Started Nov 13, 2025, 03:21 PM UTC· resolved Nov 13, 2025, 04:41 PM UTC

1. investigating Nov 13, 2025, 03:21 PM UTC

   We are currently receiving reports of inconsistent call connections. Our engineering team is actively investigating the issue to identify the cause and implement a resolution. We will provide updates here as more information becomes available. Thank you for your patience.

2. monitoring Nov 13, 2025, 03:35 PM UTC

   Call connection reporting has returned to normal, and all services are operating as expected. Our team will continue to monitor system performance to ensure stability. Thank you for your patience while we resolved this issue. Team Ytel

3. resolved Nov 13, 2025, 04:41 PM UTC

   Call connections continue to remain stable, and all systems are performing as expected. Our team will continue monitoring to ensure ongoing reliability. Team Ytel

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Started Nov 12, 2025, 04:19 PM UTC· resolved Nov 13, 2025, 06:51 AM UTC

1. investigating Nov 12, 2025, 04:19 PM UTC

   We are currently experiencing delays in call recording conversions, which may result in recordings taking longer than usual to appear. Additionally, Call and SMS logs are temporarily unavailable in app,ytel reports. Our engineering team is actively investigating the issue and working to restore normal functionality as quickly as possible. We will provide updates as more information becomes available. Thank you for your patience and understanding. Team Ytel

2. identified Nov 12, 2025, 04:34 PM UTC

   The issue affecting Call and SMS logs has been resolved. Log data is now fully accessible in app.ytel. Please note that call recording conversions may still experience delays while our team is working to resolve the matter. Thank you for your patience and understanding.

3. resolved Nov 13, 2025, 06:51 AM UTC

   All services have been fully restored. Call recording conversions, Call logs, and SMS logs are now processing and displaying as expected in app.ytel Thank you for your patience throughout this incident. Team Ytel

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Started Oct 24, 2025, 02:53 PM UTC· resolved Oct 24, 2025, 03:26 PM UTC

1. identified Oct 24, 2025, 02:53 PM UTC

   An internal network error is preventing Contact Center systems from being accessed, which is causing voice call failures. Our Engineers are reviewing and we will share an update as soon as we can.

2. monitoring Oct 24, 2025, 03:10 PM UTC

   We have identified the issue as Hurricane Electric, one of our multiple ISP's, which we have removed from routing. This has resolved the issue and we are monitoring.

3. monitoring Oct 24, 2025, 03:19 PM UTC

   We have identified the issue as Hurricane Electric, one of our multiple ISP's, which we have removed from routing. This has resolved the issue and we are monitoring.

4. resolved Oct 24, 2025, 03:26 PM UTC

   This incident has been resolved. We recommend all Contact Center agents logout, perform a full clear of cache and cookies, and login again to reset connectivity.

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Started Oct 23, 2025, 05:16 PM UTC· resolved Oct 23, 2025, 08:07 PM UTC

1. investigating Oct 23, 2025, 05:16 PM UTC

   The Agent Latency monitoring tool in Contact Center is not displaying results as expected and our engineers are looking into the root cause.

2. resolved Oct 23, 2025, 08:07 PM UTC

   Agent Latency Monitoring is now displaying as expected.

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Started Sep 26, 2025, 03:34 PM UTC· resolved Sep 26, 2025, 05:13 PM UTC

1. investigating Sep 26, 2025, 03:34 PM UTC

   We are investigating reports of a single server not responding as expected. This impacts less than 10 customers and impacts agent ability to login and place/receive phone calls.

2. identified Sep 26, 2025, 03:45 PM UTC

   We have identified the root cause as a failed power supply on a single server. We are in process of replacing the failed unit.

3. monitoring Sep 26, 2025, 04:53 PM UTC

   We have replaced the failed hardware and are currently monitoring performance.

4. resolved Sep 26, 2025, 05:13 PM UTC

   Our monitoring is complete. The impacted system is performing as expected.

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Started Sep 10, 2025, 03:17 PM UTC· resolved Sep 13, 2025, 04:46 AM UTC

1. investigating Sep 10, 2025, 03:17 PM UTC

   We are investigating reports of poor call quality and choppy calls.

2. investigating Sep 10, 2025, 04:23 PM UTC

   We continue to investigate this incident

3. investigating Sep 10, 2025, 05:55 PM UTC

   We continue to investigate this incident

4. monitoring Sep 10, 2025, 06:08 PM UTC

   A fix has been implemented as of 11:00 am PDT and we are monitoring performance.

5. investigating Sep 11, 2025, 12:21 AM UTC

   While overall quality remains healthy, our monitoring reveals sporadic occurrences and we continue to investigate

6. monitoring Sep 11, 2025, 06:33 AM UTC

   The Ytel Team has identified the recent call audio degradation issues. The issue was traced to network interface performance problems on certain servers, which affected a subset of calls. Mitigations have been applied to rebalance traffic and work around the affected hardware. The team continues to monitor call performance closely to validate improvements and ensure ongoing stability. If additional call quality issues are observed, please share call examples to assist with our investigation. We understand how important clear and reliable communication is for your business, and we appreciate your patience as we ensure a stable, high-quality calling experience.

7. investigating Sep 11, 2025, 05:04 PM UTC

   The Ytel Team has identified that call quality issues, including degraded audio, have returned. Our engineering team is actively investigating the recurrence and working to isolate the underlying cause. We are treating this matter with the highest priority and will provide additional updates as we progress toward a resolution. We appreciate your patience and understanding as we work to restore call performance.

8. monitoring Sep 11, 2025, 06:40 PM UTC

   The Ytel Team has completed emergency maintenance to address recent call quality issues. Initial results show improved audio performance across calls, and we are actively monitoring system stability to ensure the improvements hold. We will continue to provide updates as we validate ongoing performance. Do not hesitate to reach out with any related issues. Thank you for your patience as we worked to restore your calling experience.

9. monitoring Sep 11, 2025, 10:18 PM UTC

   Call quality continues to remain stable following the emergency maintenance. Our team will maintain active monitoring to ensure ongoing system performance and reliability. We appreciate your continued patience and encourage you to reach out with any concerns or call examples should you experience issues.

10. monitoring Sep 12, 2025, 03:39 PM UTC

    The Ytel Team continues to closely monitor call quality to ensure a smooth and reliable calling experience. While services remain stable, we know how important clear communication is to your business. If you notice any call quality concerns, please don’t hesitate to share them with us so we can investigate right away. Thank you for your patience and trust as we remain committed to delivering the best possible service.

11. resolved Sep 13, 2025, 04:46 AM UTC

    Call quality and related services have remained stable following mitigations. Intermittent audio issues were traced to networking performance problems on a subset of equipment. Traffic was rerouted and the affected hardware was taken out of service, restoring stability. To prevent similar issues in the future, we've added extra safeguards, adjusted our monitoring for faster detection, and allocated additional resources to quickly address any potential concerns. Permanent hardware upgrades are in progress, and call quality has been stable since September 11, 2025, 12:30 PT. We will continue to actively monitor system performance to ensure ongoing reliability. We appreciate your patience and understanding as we worked to implement these solutions and restore call performance. - Team Ytel

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Started Sep 03, 2025, 05:32 PM UTC· resolved Sep 04, 2025, 05:40 PM UTC

1. investigating Sep 03, 2025, 05:32 PM UTC

   The "Forgot/Edit Password" feature is currently offline for maintenance. If you need assistance with resetting your password, please open a support ticket. We apologize for any inconveniences this may cause.

2. identified Sep 03, 2025, 07:54 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Sep 04, 2025, 05:40 PM UTC

   This incident has been resolved and the Forgot/Edit/Reset Password functionality has been fully restored.

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Started Aug 28, 2025, 04:41 PM UTC· resolved Aug 28, 2025, 04:56 PM UTC

1. investigating Aug 28, 2025, 04:41 PM UTC

   We are investigating reports of voice calls not completing as expected. This is impacting outbound, inbound, and manual dialing

2. identified Aug 28, 2025, 04:48 PM UTC

   Ytel Engineers have identified the root cause and are working towards resolution

3. monitoring Aug 28, 2025, 04:50 PM UTC

   A fix has been implemented and we are seeing calls complete as expected. We will continue to monitor.

4. resolved Aug 28, 2025, 04:56 PM UTC

   This matter has been fully resolved. Ytel Engineers will continue to monitor through the day.

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