Resolved after 3 hours 57 minutes, affecting Outbound Calls and Voice and 1 more, on September 17, 2026.
Our team have addressed the underlying cause of the issue that prevented some agents from exiting wrap-up mode after a Voice call. Agents ending a call should see wrap-up, and all relevant agent availability functions are back to normal. Thank you for your patience while we recovered from this incident.
Affected components
Update timeline
- resolved Sep 17, 2026, 04:53 PM UTC
We are aware of an issue affecting Voice on Pod 20 that is causing agents to experience difficulties leaving wrap-up mode. We are also seeing some call recordings not append to tickets as expected. We are investigating and will provide further information when we have a substantive update to share. In the meantime, we recommend trying to manually click "finish wrap-up" (don't wait for the auto-timeout), and in case "finish wrap-up" doesn't respond, toggle Voice availability Off then On.
- resolved Sep 17, 2026, 06:25 PM UTC
Our team have addressed the underlying cause of the issue that prevented some agents from exiting wrap-up mode after a Voice call. Agents ending a call should see wrap-up, and all relevant agent availability functions are back to normal. Thank you for your patience while we recovered from this incident.
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