Resolved - This incident remains fully resolved and will now be closed.
Nov 05, 19:27 GMT
Monitoring - Our onward WebRTC peer carrier has confirmed the issues have now been fully resolved.
We will continue to monitor our platform for a period of time before closing this incident.
Once again, we sincerely apologize for the inconvenience this incident has caused your business. We will send a full Incident Report in due course.
Should you need anything further, please do not hesitate to contact our Customer Support team.
Nov 05, 18:50 GMT
Identified - We are seeing a small proportion of calls continuing to experience issues, the number of occurrences is significantly reduced from earlier on in the incident.
If you continue to experience issues please attempt to retry the call attempt. Our onward WebRTC peer carrier is continuing to work on the issues to fully remediate them.
Nov 05, 18:31 GMT
Identified - Whilst we did see significant recovery in calls successfully establishing via WebRTC, we are once again seeing calls failing to connect.
Our onward WebRTC peer carrier is continuing to work on the issues.
Nov 05, 17:33 GMT
Identified - Whilst our onward WebRTC peer carrier continue to work on this issue with critical priority, we are asking any customers, that have the ability to, to switch their agents to alternative delivery methods such as hard phones or mobiles. If you need assistance doing this please contact our Customer Support team.
Please also note that our Support team are experiencing extended hold times due to this incident, please do remain on the line and someone will become available to assist you.
We once again apologize for the continued inconvenience of this incident.
Nov 05, 16:43 GMT
Identified - Our onward WebRTC peer carrier has identified the issue causing the intermittent connection issues, which may also present as calls with no audio, and are working to remedy such now.
We appreciate your patience and will update you as quickly as possible.
Nov 05, 16:22 GMT
Investigating - We are currently investigating the issue with WebRTC calls not connecting. If you are affected, please contact our technical support team via usual channels.
Nov 05, 16:11 GMT