Resolved -
Between 10:10 AM ET and 10:45 AM ET, some customers experienced issues with new inbound and outbound calls. During this 35-minute period, while existing calls remained connected, new calls were unable to complete successfully. Customers may have also experienced issues with call control functions such as transfers and holds. Our engineering team identified and resolved the issue, and service was fully restored by 10:45 AM ET.
Dec 23, 11:08 EST
Completed -
The scheduled maintenance has been completed.
Dec 17, 06:00 EST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 17, 04:00 EST
Scheduled -
Overview As part of our ongoing commitment to reliability and service quality, we are making an update to our carrier network for Canadian toll-free traffic. This change requires a routine reconfiguration of a subset of Genesys Cloud Voice North American toll-free numbers.
Testing Our team has already implemented and validated this change usage live numbers and monitoring tools. The action was performed with no call failures or service degradation observed.
Scope This maintenance affects approximately 2% of active GCV North American toll-free numbers. No customer action is required.
Expected Impact No service degradation or other customer impact is expected. Calls to affected toll-free numbers will continue to complete as normal throughout the maintenance window.
Monitoring and Safeguards Our operations team will actively monitor for anomalies and will take immediate action if any issue is detected.
If you notice any unexpected behaviour in your toll-free traffic during this period, please contact Support and reference this maintenance notice.
Dec 16, 11:38 EST
Resolved -
This incident has been resolved.
Dec 16, 09:47 EST
Monitoring -
Mitigation steps have been implemented. Customers will need to refresh the Genesys Cloud client for changes to take effect.
Dec 16, 09:44 EST
Identified -
Root cause of the issue has been identified and the team is taking steps to mitigate. Next update 10:15 Eastern or sooner as information becomes available.
Dec 16, 09:38 EST
Investigating -
Teams are investigating an issue where agents are unable to end callbacks due to call controls being grayed out. Next update 09:45 Eastern or sooner as information becomes available.
Dec 16, 09:18 EST
Completed -
The scheduled maintenance has been completed.
Dec 16, 06:00 EST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 16, 04:00 EST
Scheduled -
Overview As part of our ongoing commitment to reliability and service quality, we are making an update to our carrier network for Canadian toll-free traffic. This change requires a routine reconfiguration of a subset of Genesys Cloud Voice North American toll-free numbers.
Testing Our team has already implemented and validated this change usage live numbers and monitoring tools. The action was performed with no call failures or service degradation observed.
Scope This maintenance affects approximately 2% of active GCV North American toll-free numbers. No customer action is required.
Expected Impact No service degradation or other customer impact is expected. Calls to affected toll-free numbers will continue to complete as normal throughout the maintenance window.
Monitoring and Safeguards Our operations team will actively monitor for anomalies and will take immediate action if any issue is detected.
If you notice any unexpected behaviour in your toll-free traffic during this period, please contact Support and reference this maintenance notice.
Dec 12, 11:26 EST