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CallCorp Contact Center US

Operational

CallCorp Contact Center US (BND2) - Operational

100% - uptime
Sep 2024 · 100.00%Oct · 100.00%Nov · 100.00%

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Sep 2024
Oct 2024
Nov 2024

CallCorp Contact Center US (BND3) - Operational

100% - uptime
Sep 2024 · 100.00%Oct · 99.910%Nov · 100.00%

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Sep 2024
Oct 2024
Nov 2024

Notice history

Nov 2024

Maintenance (Full Release) - CallCorp Contact Centre US (BND3)
Scheduled for November 20, 2024 at 4:00 AM – 8:00 AM about 4 hours
  • Planned
    November 20, 2024 at 4:00 AM
    Planned
    November 20, 2024 at 4:00 AM

    Maintenance Type: Planned
    Purpose: Deploy full release 24.3 to US - BND3
    Impact: Short period of downtime during the window, for contact centers on BND3
    Maintenance Window Duration: 4 hours
    There may be a period of downtime during this window.

    Start Date and Time: Tuesday, November 19th, 2024 11:00 PM (Eastern Time)
    End Date and Time: Wednesday, November 20th, 2024 03:00 AM (Eastern Time)

    This upgrade applies to customers on US - BND3 only.

    If you are unsure which BND (band) your contact center uses, please follow these instructions

    IMPORTANT:
    After this work is completed, please ask all agents to clear their browser cache and restart their computer.
    Instructions for Clearing the Browser Cache in Google Chrome
    Instructions for Clearing the Browser Cache in Microsoft Edge

Maintenance (Full Release) - CallCorp Contact Centre US (BND2)
Scheduled for November 06, 2024 at 4:00 AM – 8:00 AM about 4 hours
  • Planned
    November 06, 2024 at 4:00 AM
    Planned
    November 06, 2024 at 4:00 AM

    Maintenance Type: Planned
    Purpose: Deploy full release 24.3 to US - BND2
    Impact: Short period of downtime during the window, for contact centres on BND2
    Maintenance Window Duration: 4 hours
    There may be a period of downtime during this window.

    Start Date and Time: Tuesday, November 5th, 2024 11:00 PM (Eastern Time)
    End Date and Time: Wednesday, November 6th, 2024 03:00 AM (Eastern Time)

    This upgrade applies to customers on US - BND2 only.

    If you are unsure which BND (band) your contact centre uses, please follow these instructions

    IMPORTANT:
    After this work is completed, please ask all agents to clear their browser cache and restart their computer.
    Instructions for Clearing the Browser Cache in Google Chrome
    Instructions for Clearing the Browser Cache in Microsoft Edge

Oct 2024

New Incident - CallCorp Contact Center US (BND3)
  • Resolved
    Resolved

    Our engineering teams have RESOLVED the technical issue which may have been impacting your service.

    Users may need to log out of the platform, clear their browser cache, and log back in.

    No further updates are expected.

  • Monitoring
    Monitoring

    Our engineers have implemented a fix and are currently monitoring the result.

  • Investigating
    Investigating

    We are aware of a technical issue which may impact your service on US (BND3) .

    Some outbound calls may be intermittently failing to connect.

    Engineering teams are investigating

    We will provide updates shortly.

Maintenance (Minor Release) - CallCorp Contact Center US (BND2 + BND3)
  • Completed
    October 02, 2024 at 9:00 AM
    Completed
    October 02, 2024 at 9:00 AM
    Maintenance has completed successfully
  • In progress
    October 02, 2024 at 7:00 AM
    In progress
    October 02, 2024 at 7:00 AM
    Maintenance is now in progress
  • Planned
    October 02, 2024 at 7:00 AM
    Planned
    October 02, 2024 at 7:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 24.2.12 to US - BND2 + BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None

    Maintenance Window Duration: 120 minutes
    Start Date and Time: Wednesday, October 2, 2024 01:00 (MST)
    End Date and Time: Wednesday, October 2, 2024 03:00 (MST)

    There is no downtime expected during this maintenance window

    IMPORTANT:
    After this work is completed, please ask all agents to clear their browser cache and restart their computer.
    Instructions for Clearing the Browser Cache in Google Chrome
    Instructions for Clearing the Browser Cache in Microsoft Edge

    Changelog:
    CCDEV-7622 Populate Queue Group data in Queue Group Grid
    CCDEV-7610 Fix Silent Monitoring Issues
    CCDEV-7497 Silent Monitoring Brief Ring Back and Dead Air
    CCDEV-7497 Cleanup Hung Calls in Freeswitch
    CCDEV-7314 Amend Close button in Preview dialler
    CCDEV-6788 Add Changes to Salesforce Logging
    CCDEV-5236 Increase Business Profile Dropdown Limit
    CCDEV-7497 Cleanup Hung Calls in Freeswitch
    CR-314 Fix QM Evaluation Validation
    CR-261 Fix Duplicate URIs upon AppHost Startup

Sep 2024

CallCorp US Agent Dashboard Filter
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring

    We identified and implemented a fix and are currently monitoring the result.

    You may need to refresh your page, toggle filtering off and on again.

  • Investigating
    Investigating

    We are currently investigating an issue that is affecting the Agents dashboard card when applying filters.

Maintenance (Minor Release) - CallCorp Contact Center US (BND2 + BND3)
  • Completed
    September 18, 2024 at 9:00 AM
    Completed
    September 18, 2024 at 9:00 AM
    Maintenance has completed successfully
  • In progress
    September 18, 2024 at 7:00 AM
    In progress
    September 18, 2024 at 7:00 AM
    Maintenance is now in progress
  • Planned
    September 18, 2024 at 7:00 AM
    Planned
    September 18, 2024 at 7:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 24.2.11 to US - BND2 + BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None
    Maintenance Window Duration: 2 hours
    Start Date and Time: Wednesday, September 18 01:00 (Mountain Time)
    End Date and Time: Wednesday, September 18 03:00 (Mountain Time)

    There is no downtime expected during this maintenance window

    Changelog:

    CCDEV-7462 Monitoring: Failed to Evaluate Error Shown
    CCDEV-7442 Cross Center Reporting - Monitoring has no audio
    CCDEV-7307 Update auto demo AI model
    CCDEV-6965 Move HSMs did not remove the old REDIS key
    CCDEV-6860 Screen pop issue with transfer
    CCDEV-6832 Timeline Summary Spyglass icon and alert triangles not showing
    CCDEV-6721 Issue with Silent monitoring

Maintenance (Minor Release) - CallCorp Contact Center US (BND2 + BND3)
  • Completed
    September 05, 2024 at 8:00 AM
    Completed
    September 05, 2024 at 8:00 AM
    Maintenance has completed successfully
  • In progress
    September 05, 2024 at 6:00 AM
    In progress
    September 05, 2024 at 6:00 AM
    Maintenance is now in progress
  • Planned
    September 05, 2024 at 6:00 AM
    Planned
    September 05, 2024 at 6:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 24.2.10 to US - BND2 + BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None

    Maintenance Window Duration: 120 minutes
    Start Date and Time: Thursday September 5th, 2024 12:00 am (MST)
    End Date and Time: Thursday September 5th, 2024 02:00 am (MST)

    There is no downtime expected during this maintenance window

    Changelog:

    Release version: 24.2.10

    Reason: Fixes and urgent requests

    Disruption: None

    Fixes

    • Change Request: Fix Park/Pickup API

    • Risk: Low

    • Reference ID: 280


    • Change Request: Fix callerid for Extension Configure for External Forwarding

    • Risk: Low

    • Reference ID: 6919


    • Change Request: Fix Conference Ending to Allow for Proper Bleg Cleanup

    • Risk: Low

    • Reference ID: 6828


    • Change Request: Fix for import of Large Lists

    • Risk: Low

    • Reference ID: 7166

Sep 2024 to Nov 2024

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