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CallCorp Contact Center US (BND2) - Operational

100% - uptime
Oct 2025 · 100.00%Nov · 99.449%Dec · 100.00%

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Oct 2025
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Dec 2025

CallCorp Contact Center US (BND3) - Operational

100% - uptime
Oct 2025 · 100.00%Nov · 99.729%Dec · 100.00%

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Oct 2025
Nov 2025
Dec 2025

Notice history

Dec 2025

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

    This incident has been resolved.

    No further updates are planned.

  • Investigating
    Investigating

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

    Agents may experience intermittent slow responses and / or difficulties changing status.

    Engineering teams are investigating

    We will provide updates in due course.

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

    This incident has been resolved. Dashboards will now be showing data.
    A Root Cause Analysis report will be issued in due course.

  • Update
    Update

    We are continuing to investigate the issue with dashboards and will provide an update shortly

  • Investigating
    Investigating

    We are aware that dashboards may not be showing any data for BND3 contact centers.

    This is connected to the current maintenance release deployment, however, we are working to resolve this and will provide updates shortly.

Incident - CallCorp Contact Center US (BND2)
  • Resolved
    Resolved

    This incident has been resolved. Dashboards will now be showing data.
    A Root Cause Analysis report will be issued in due course.

  • Update
    Update

    We are continuing to investigate the issue with dashboards and will provide an update shortly

  • Investigating
    Investigating

    We are aware that dashboards may not be showing any data for BND2 contact centers.

    This is connected to the current maintenance release deployment, however, we are working to resolve this and will provide updates shortly.

Maintenance (Minor Release) - CallCorp Contact Center US (BND2 + BND3)
  • Completed
    December 04, 2025 at 11:00 AM
    Completed
    December 04, 2025 at 11:00 AM
    Maintenance has completed successfully
  • In progress
    December 04, 2025 at 8:00 AM
    In progress
    December 04, 2025 at 8:00 AM
    Maintenance is now in progress
  • Planned
    December 04, 2025 at 8:00 AM
    Planned
    December 04, 2025 at 8:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 25.3.5 to US - BND2 + BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None

    Maintenance Window Duration: 180 minutes
    Start Date and Time: Thursday December 4, 2025 1:00 am MST
    End Date and Time: Thursday December 4, 2025 4:00 am MST

    There is no downtime expected during this maintenance window

    Changelog:

    Change Request: Increase Temporary User Password Expiration from 2 Hours to 30 Days for User Creation
    Risk: Low
    Reference ID: 12812

    Change Request: Retain Targeted Agent Assignment on Voicemail After Force Logoff
    Risk: Low
    Reference ID: 13318

    Change Request: Preserve Fix for Users Report Not Emailed or Downloadable in Reseller Billing Reports
    Risk: Low
    Reference ID: 13314

    Change Request: Improve Contact Manager Bulk Upload and Export: Support Large Imports, Prevent Duplicates, and Enable Full Data Export
    Risk: Low
    Reference ID: 12194

    Change Request: Restore Agent Access to Pre-25.3 Submitted Evaluations by Correcting Visibility Flag
    Risk: Low
    Reference ID: 13317

    Change Request: Migrate AgentX Real-Time State and Queue Management to WidgetView Architecture
    Risk: Low
    Reference ID: 12328

    Change Request: Fix inaccurate call duration displayed in dashboard for rejected agentless callbacks
    Risk: Low
    Reference ID: 13191

    Change Request: Fix timezone interpolation failure in greetings after menu transitions
    Risk: Low
    Reference ID: 13309

Nov 2025

Incident - CallCorp Contact Center US (BND2)
  • Resolved
    Resolved

    This incident is considered resolved, however we will continue to monitor the platform.

  • Monitoring
    Monitoring

    We are currently monitoring the platform for stability and are seeing no issues. We will continue to monitor.

  • Identified
    Identified

    We are continuing to investigate this incident, however services are currently presenting as stable.

    We will provide a further update shortly.

  • Investigating
    Investigating

    We are aware of a technical issue which may impact your service on US (BND2) .

    Increased report of stuck in routing internally and externally

    Agents may be impacted

    Calls may not be routing

    Engineering teams are investigating

    We will provide updates shortly.

Maintenance (Minor Release) - CallCorp Contact Center US (BND2 + BND3)
  • Completed
    November 24, 2025 at 10:00 AM
    Completed
    November 24, 2025 at 10:00 AM
    Maintenance has completed successfully
  • In progress
    November 24, 2025 at 8:00 AM
    In progress
    November 24, 2025 at 8:00 AM
    Maintenance is now in progress
  • Planned
    November 24, 2025 at 8:00 AM
    Planned
    November 24, 2025 at 8:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 24.3.3 to US - BND2 + BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None

    Maintenance Window Duration: 120 minutes
    Start Date and Time: Monday November 24, 2025 08:00 (UTC)
    End Date and Time: Monday November 24, 2025 10:00 (UTC)

    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-13194 Add User filter to real time ACD USERS Dashboard card
    CCDEV-13150 Agent's Dashboard flashes data when paging through windows
    CCDEV-12910 Calls routing to a greeting and then to a queue via an extension do not show up in reports
    CCDEV-12812 Increase user password expiration time
    CCDEV-13174 Transfers to Queue that hang up during pre-queue message causing discrepancy between offered and answered or abandoned counts
    CCDEV-13142 Agentless callbacks not showing in queue time reports
    CCDEV-13139 When requeuing a large amount of interactions form the dashboard, need to display to the user that it is working
    CCDEV-13138 Attachments are not stored for more than 7 days on email queue though retention is set to 16 weeeks
    CCDEV-13111 Agentless Callbacks - wrong CLID used on repeat callbacks
    CCDEV-13081 Reporting: Exclude Callbacks from 'Offered to Queue Not Answered' count
    CCDEV-13002 Screen recording inconsistent behavior
    CCDEV-12973 Investigate and design solution for Subject Access Request(SAR)
    CCDEV-12561 Purge Email data when using GDPR Forget Me API

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

    This incident has been resolved. An RCA will be provided to those who raised tickets.

  • Investigating
    Investigating

    Some agents on BND3 are experiencing difficulty taking calls or showing in the wrong state.
    Engineers are investigating.

Maintenance (Full Release) - CallCorp Contact Centre US (BND2)
  • Completed
    November 19, 2025 at 8:00 AM
    Completed
    November 19, 2025 at 8:00 AM
    Maintenance has completed successfully
  • In progress
    November 19, 2025 at 2:00 AM
    In progress
    November 19, 2025 at 2:00 AM
    Maintenance is now in progress
  • Planned
    November 19, 2025 at 2:00 AM
    Planned
    November 19, 2025 at 2:00 AM

    Maintenance Type: Planned
    Purpose: Deploy full release 25.3 to US - BND2
    Impact: Short period of downtime during the window, for contact centers on BND2
    Maintenance Window Duration: 6 hours
    There may be a period of downtime during this window.

    Full Release Notes will be sent separately.

    Start Date and Time: Tuesday, November 18th, 2025 8:00 PM (Mountain Time)
    End Date and Time: Wednesday, November 19th, 2025 02:00 AM (Mountain 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

Maintenance (Minor Release) - CallCorp Contact Center US (BND3)
  • Completed
    November 11, 2025 at 10:00 AM
    Completed
    November 11, 2025 at 10:00 AM
    Maintenance has completed successfully
  • In progress
    November 11, 2025 at 8:00 AM
    In progress
    November 11, 2025 at 8:00 AM
    Maintenance is now in progress
  • Planned
    November 11, 2025 at 8:00 AM
    Planned
    November 11, 2025 at 8:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 24.3.1 to US - BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None

    Maintenance Window Duration: 2 hours
    Start Date and Time: Tuesday November 11th 08:00 UTC
    End Date and Time: Tuesday November 11th 10:00 UTC

    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-13018: Fix Direct Line Calls Entering Infinite Loop When 'Check Logged In or Available' Behavior Queues to Unassigned Queue
    CCDEV-12292: Fix Site Description Populating in AVA Portal Even When Forwarding Number Belongs to a Different Contact Center
    CCDEV-12490: Fix User Lookup Table Not Populating Correct Data from Contact Center to Customer SQL
    CCDEV-11052: Restrict Root Folder Access and Secure Ringtone File Selection for Incoming Call Alerts
    CCDEV-12956: Enable Dynatrace Real-Time User Monitoring for Agent Experience
    CCDEV-12483: Fix Office Hours Not Respected Due to Missing Time Zone Selection, Causing Inconsistent Call Routing Across Environments
    CCDEV-13046: Fix Requeue Icon Missing in Active Contacts Dashboard Preventing Users from Requeuing Queuing Contacts
    CCDEV-12957: Fix Chats Remaining Stuck in "Received" or "WebSocketClosed" State Due to Session Handling Errors
    CCDEV-13039: Fix Contact Manager > All Interactions page being visible to ACD-only users instead of being restricted to Managers and Administrators
    CCDEV-13063: Dashboard Requeue Role Now Grants Access to All Requeue Options Regardless of Queue Settings

Oct 2025

Reporting Data Issue
  • Resolved
    Resolved
    This incident has been resolved.
  • Update
    Update

    We have remediated a significant portion of the degraded data set. Our team is currently focused on isolating and resolving the remaining data inconsistencies. We project that the full data recovery and validation process will be completed within the next few hours. Further updates will be provided should this timeline change.

  • Identified
    Identified

    We are having a data issue affecting reporting. We are actively working on a resolution.

Oct 2025 to Dec 2025

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