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Operational

CallCorp Contact Center US (BND2) - Operational

100% - uptime
Jun 2025 · 100.00%Jul · 100.00%Aug · 99.406%

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Jun 2025
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Aug 2025

CallCorp Contact Center US (BND3) - Operational

100% - uptime
Jun 2025 · 100.00%Jul · 99.751%Aug · 100.00%

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Jun 2025
Jul 2025
Aug 2025

Notice history

Aug 2025

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

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

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

    No further updates are expected.

    We will provide a Root Cause Analysis (RCA) report upon request.

  • Identified
    Identified

    We have now identified the cause of the issue.

    Engineering teams are working on a solution.

    Further updates will be provided in due course.

  • Investigating
    Investigating

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

    Intermittent call and number failure.

    Engineering teams are investigating

    We will provide updates shortly.

Maintenance (Minor Release) - CallCorp Contact Center US (BND2 + BND3)
  • Completed
    August 12, 2025 at 9:00 AM
    Completed
    August 12, 2025 at 9:00 AM
    Maintenance has completed successfully
  • In progress
    August 12, 2025 at 7:00 AM
    In progress
    August 12, 2025 at 7:00 AM
    Maintenance is now in progress
  • Planned
    August 12, 2025 at 7:00 AM
    Planned
    August 12, 2025 at 7:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 25.2.4 to US - BND2 + BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None

    Maintenance Window Duration: 120 minutes
    Start Date and Time: Tuesday August 12, 2025 01:00 (MT)
    End Date and Time: Tuesday August 12, 2025 03:00 (MT)

    There is no downtime expected during this maintenance window

    Changelog:

    • Change Request: Fix Transcription and AI Summary Billing Report

    • Risk: Low

    • Reference ID:10617

    • Change Request: Change Report Designer Columns from Checkbox to Text

    • Risk: Low

    • Reference ID: 11594

    • Change Request: Fix Agentless Voice Dialer Causing Blank Screen

    • Risk: Low

    • Reference ID: 11788

    • Change Request: Add AI Billing Summary Report + Add Column to AI Billing Details

    • Risk: Low

    • Reference ID: 11754

    • Change Request: Changes to Personal Queue/Voicemail Needs

    • Risk: Low

    • Reference ID: 11755

    • Change Request: Fix Not Being Able to View Email Body as PlainText

    • Risk: Low 

    • Reference ID:11595

    • Change Request: Fix Issue with Dashboard Agent View Showing Incorrect Data

    • Risk: Low

    • Reference ID: 11707

    • Change Request: Expose UserID in Survey Reports

    • Risk: Low

    • Reference ID: 11667

    • Change Request: Remove Temporary API for Deleting Agentless Contacts

    • Risk: Low

    • Reference ID: 11485

    • Change Request: Remove Extra Filter Total in Report Designer

    • Risk: Low

    • Reference ID: 11350

    • Change Request: Revert UserCall Timeline Change

    • Risk: Low

    • Reference ID: 11653

Incident - CallCorp Contact Center US (BND2)
  • Resolved
    Resolved
    This incident has been resolved.
  • Investigating
    Investigating

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

    At this time, users may have issues logging in and calls may be failing

    Engineering teams are investigating

    We will provide updates shortly.

Jul 2025

Maintenance (Full Release) - CallCorp Contact Centre US (BND3)
  • Completed
    July 30, 2025 at 8:00 AM
    Completed
    July 30, 2025 at 8:00 AM
    Maintenance has completed successfully
  • In progress
    July 30, 2025 at 2:00 AM
    In progress
    July 30, 2025 at 2:00 AM
    Maintenance is now in progress
  • Planned
    July 30, 2025 at 2:00 AM
    Planned
    July 30, 2025 at 2:00 AM

    Maintenance Type: Planned
    Purpose: Deploy full release 25.2 to US - BND3
    Impact: Short period of downtime during the window, for contact centers on BND3
    Maintenance Window Duration: 6 hours
    There may be a period of downtime during this window.

    Start Date and Time: Tuesday, July 29th, 2025 8:00 PM (Mountain Time)
    End Date and Time: Wednesday, July 30th, 2025 02:00 AM (Mountain 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

Incident - CallCorp Contact Center US (BND2 + BND3)
  • Resolved
    Resolved

    This issue has been resolved. Data should be populating normally.
    No further updates are planned.

  • Investigating
    Investigating
    We are receiving reports of dashboards on US BAND2 contact centers showing dashboard information that is out of sync. Call traffic is not affected. Engineering teams are investigating We will provide updates shortly.
Maintenance (Minor Release) - CallCorp Contact Center US (BND2)
  • Completed
    July 28, 2025 at 10:04 AM
    Completed
    July 28, 2025 at 10:04 AM
    Maintenance has completed successfully.
  • In progress
    July 25, 2025 at 7:00 AM
    In progress
    July 25, 2025 at 7:00 AM
    Maintenance is now in progress
  • Completed
    July 25, 2025 at 7:00 AM
    Completed
    July 25, 2025 at 7:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 25.2.1 to US - BND2
    Risk: Low
    Impact: None
    Expected Downtime Duration: None
    Maintenance Window Duration: 4 hours
    Start Date and Time: Wednesday, July 25, 2025 1:00 AM Mountain Time
    End Date and Time: Wednesday, July 25, 2025 5:00 AM Mountain Time

    There is no downtime expected during this maintenance window

    Changelog:
    CR-541: Allow Agent Assignment in Zendesk Popup
    CCDEV-11559: Implement BYODB Process for Surveys
    CCDEV-10764: AIAgent Patch
    CCDEV-11468: Fix Column Grid Number v.s Dropdown Number
    CCDEV-11651: Fix Extension Greeting Calls Routing to Two Agents

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.

    We will provide a Root Cause Analysis (RCA) upon request.

  • Monitoring
    Monitoring

    Engineering teams have resolved the issue.

    We are continuing to monitor the platform.

  • Identified
    Identified

    We have now identified the cause of the issue.

    Engineering teams are working on a solution.

    Further updates will be provided in due course.

  • Investigating
    Investigating

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

    Engineering teams are investigating

    We will provide updates shortly.

Maintenance (Full Release) - CallCorp Contact Centre US (BND2)
  • Completed
    July 16, 2025 at 8:00 AM
    Completed
    July 16, 2025 at 8:00 AM
    Maintenance has completed successfully
  • In progress
    July 16, 2025 at 2:00 AM
    In progress
    July 16, 2025 at 2:00 AM
    Maintenance is now in progress
  • Planned
    July 16, 2025 at 2:00 AM
    Planned
    July 16, 2025 at 2:00 AM

    Maintenance Type: Planned
    Purpose: Deploy full release 25.2 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.

    Start Date and Time: Tuesday, July 15th, 2025 10:00 PM (Eastern Time)
    End Date and Time: Wednesday, July 16th, 2025 04:00 AM (Eastern Time)

    This upgrade applies to customers on US - BND2 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

    Full Release Notes will be sent in due course.

Jun 2025

Maintenance (Minor Release) - CallCorp Contact Center US (BND2 + BND3)
  • Completed
    June 18, 2025 at 11:00 AM
    Completed
    June 18, 2025 at 11:00 AM
    Maintenance has completed successfully
  • In progress
    June 18, 2025 at 7:00 AM
    In progress
    June 18, 2025 at 7:00 AM
    Maintenance is now in progress
  • Planned
    June 18, 2025 at 7:00 AM
    Planned
    June 18, 2025 at 7:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 25.1.15 to US - BND2 + BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None
    Maintenance Window Duration: 4 hours
    Start Date and Time: Wednesday, June 18, 2025 1:00 AM Mountain Time
    End Date and Time: Wednesday, June 18, 2025 5:00 AM Mountain Time

    There is no downtime expected during this maintenance window

    Changelog:
     

    • Change Request: Fix Negative Sentiment Not Reporting

    • Risk: Low

    • Reference ID: 11036


    • Change Request: Update for Agent X Chrome Tab

    • Risk: Low

    • Reference ID: 11004


    • Change Request: Fix Issue with Saving Contacts in Agent X

    • Risk: Low

    • Reference ID: 11065


    • Change Request: Fix Written Channel Transcription Not Reporting in Customer Timezone

    • Risk: Low

    • Reference ID: 11069


    • Change Request: Fix Pie Chart Not Saving in Report Designer

    • Risk: Low

    • Reference ID: 10968

Maintenance (Minor Release) - CallCorp Contact Center US (BND2 + BND3)
  • Completed
    June 11, 2025 at 9:00 AM
    Completed
    June 11, 2025 at 9:00 AM
    Maintenance has completed successfully
  • In progress
    June 11, 2025 at 7:00 AM
    In progress
    June 11, 2025 at 7:00 AM
    Maintenance is now in progress
  • Planned
    June 11, 2025 at 7:00 AM
    Planned
    June 11, 2025 at 7:00 AM

    Maintenance Type: Planned
    Purpose: Deploy minor maintenance release 25.1.14 to US - BND2 + BND3
    Risk: Low
    Impact: None
    Expected Downtime Duration: None
    Maintenance Window Duration: 2 hours
    Start Date and Time: Wednesday, June 11, 2025 1:00 AM Mountain Time
    End Date and Time: Wednesday, June 11, 2025 3:00 AM Mountain Time

    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-10815: Fix Not Being Able to Listen to Voicemail on Mobile
    CCDEV-10929: Fix CSV Download Error for Dialer Contact Data Report
    CCDEV-10958: Fix TransferExternal QueueRule Issue
    CCDEV-10911: Filter Agent Legs from Recent Calls Tab
    CCDEV-11026: Adding Module Dependency for AI Post Call Module
    CR-522: Fix Couch Issues with MS Teams
    [MISC]: Add ability to block a number by the diversion phone number

Jun 2025 to Aug 2025

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