Resolved -
All temporary mitigation steps have been rolled back. The fix applied by our underlying service provider on June 18th has resolved the underlying issue. IVR error rates continue to remain steady at baseline levels.
Jun 24, 15:40 EDT
Update -
Error rates have decreased to normal levels. We are continuing to monitor for additional issues.
Jun 18, 13:35 EDT
Update -
Additional mitigation steps have been applied. We are seeing error rates beginning to decrease.
Jun 18, 12:19 EDT
Update -
We are seeing an increase in error rates affecting IVR calls. We have escalated the issue with our underlying service provider.
Jun 18, 10:40 EDT
Update -
Updating the operational status.
Jun 18, 01:34 EDT
Update -
Updating the operational status.
Jun 18, 01:33 EDT
Update -
Our underlying service provider has identified the issue and has begun mitigation steps.
Jun 18, 01:32 EDT
Monitoring -
Error rates have significantly decreased. The issue appears limited to a small portion of traffic originating from the US East region. We are awaiting final confirmation from the underlying service provider, with only minimal residual errors remaining.
Jun 17, 21:25 EDT
Update -
A ticket has been opened with our underlying service provider. They have confirmed they experiencing higher than normal error rates on incoming traffic and are investigating.
Any affected interactions will get transferred back to Genesys with default routing.
Jun 17, 18:30 EDT
Investigating -
SmartApps is experiencing elevated error rates with IVR. Teams are investigating.
Jun 17, 18:09 EDT