Choose Region

Call recordings issue - customer audio missing

Identified - Our Development team is still working on a fix, and we will provide further updates as soon as possible.
Dec 06, 21:37 GMT
Identified - We are continuing to work on a fix for this issue. We apologize for any inconvenience caused.
Dec 05, 18:37 GMT
Identified - The issue has been identified and our Development team is currently working on a fix. We will provide an update as soon as the fix has been built and tested.
Dec 05, 08:26 GMT
Investigating - We are currently aware that, for a small subset of our customers, some outbound call recordings may only contain the agent's voice, whereas the customer's voice is missing completely. Inbound call recordings remain unaffected. If your account is also affected, please do not hesitate to contact our Support team via your usual channels. This is being investigated as a matter of highest priority.
Dec 04, 12:51 GMT

Exponential-E Polycom phones cannot accept IP calls

Identified - We are still working with Exponential-E Technical Team to restore full service to customers affected by this issue. Please ensure our support team have MAC addresses of devices that are still not working before joining the remote session with Exponential-E engineers. If you do not have the session already booked, please contact us with your availability times, as we do have engineers waiting to assist.
Oct 29, 14:35 GMT
Identified - We continue to work with Exponential-E management to provide full service to customers affected by this issue. If you are still impacted, please ensure our support team have the MAC addresses of the devices not working to expedite resolution. Once again, we apologise for the inconvenience
Oct 23, 12:22 BST
Identified - Exponential-E are continuing to work with any customers still affected by this issue. We apologies for the inconvenience. Please contact our support team if you have not yet raised a case.
Oct 22, 17:27 BST
Identified - We are continuing to work on a fix for this issue.
Oct 22, 17:27 BST
Identified - Exponential-E incident management is currently working on the full restoration of service, we will be providing next update as soon as we have further details from the carrier . We sincerely apologise for all inconvenience.
Oct 21, 19:12 BST
Identified - Exponential-e is currently investigating this issue, and they are working on expediting the resolution. As advised by Exponential-e please take the network cable out the back of the handset, wait 5 seconds and reinsert the cable. If your handset is still not operational, please contact our Customer Support team via your usual contact methods and provide the Model number of the affected handset. We apologize for any inconvenience caused.
Oct 21, 10:16 BST
Identified - We are continuing to work on a fix for this issue.
Oct 21, 09:48 BST
Identified - We are continuing to work on a fix for this issue.
Oct 21, 09:41 BST
Identified - Exponential-e carried out an emergency maintenance on 20/10/2019 between 02:30-08:30 BST to all Polycom phone models on the UC infrastructure. Should there be any issues with the Polycom phones, please carry out a manual reboot so that the Polycom phones could re-register back to the UC platform and verify if phones are able to make/receive calls. If you are experiencing any issues, please don't hesitate to contact our Customer Support team via your usual contact methods.
Oct 21, 09:41 BST
Degraded Performance
  • Cloud 11 - UK & Europe

    Inbound Voice Interactions Operational
    Outbound Voice Interactions Operational
    ContactPad Operational
    NVM Platform Supervisor & Admin Degraded Performance
    Connect (Dialer) Operational
    Omnichannel Interactions Operational
    Motivate & Inspire Operational
    Workforce Management (WFM) Operational
    APIs Operational
    WebRTC Operational
    Statistics / Reporting Operational
    Conversation Analyzer Operational
    PCI Payments Operational
    SMS Operational
    Salesforce.com Integration Operational
    ZenDesk Integration Operational
    ServiceNow Integration Operational
    Zoho Integration Operational
    SAP Integration Operational
    Hosted IP PBX Operational
    Online Documentation (docs.newvoicemedia.com) Operational
    Community Hub Operational
  • Cloud 8 - UK & Europe

    Inbound Voice Interactions Operational
    Outbound Voice Interactions Operational
    ContactPad Operational
    NVM Platform Supervisor & Admin Degraded Performance
    Connect (Dialer) Operational
    Omnichannel Interactions Operational
    Motivate & Inspire Operational
    Workforce Management (WFM) Operational
    APIs Operational
    WebRTC Operational
    Statistics / Reporting Operational
    Conversation Analyzer Operational
    PCI Payments Operational
    SMS Operational
    Salesforce.com Integration Operational
    ZenDesk Integration Operational
    ServiceNow Integration Operational
    Zoho Integration Operational
    SAP Integration Operational
    Hosted IP PBX Operational
    Online Documentation (docs.newvoicemedia.com) Operational
    Community Hub Operational
Past incidents

Platform Availability

Service CLOUD 11 CLOUD 8
Last Month 100.000% 100.000%
Last Three Months 100.000% 100.000%
Last 12 Months 99.971% 99.996%
Talk to us 1 (855) 534 - 2888