Notice history

Operational

Jun 2025

Jul 2025

Aug 2025

Jun 2025

Jul 2025

Aug 2025

Jun 2025

Jul 2025

Aug 2025

Operational

Jun 2025

Jul 2025

Aug 2025

Jun 2025

Jul 2025

Aug 2025

Operational

Jun 2025

Jul 2025

Aug 2025

Operational

Jun 2025

Jul 2025

Aug 2025

Operational

Jun 2025

Jul 2025

Aug 2025

Aug 2025

Resolved
August 21, 2025 at 6:19 PM
Resolved
August 21, 2025 at 6:19 PM
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.
Update
August 21, 2025 at 2:23 PM
Update
August 21, 2025 at 2:23 PM
We implemented a fix and are currently monitoring the result.
Monitoring
August 21, 2025 at 2:22 PM
Monitoring
August 21, 2025 at 2:22 PM
We implemented a fix and are currently monitoring the result.
Identified
August 21, 2025 at 2:21 PM
Identified
August 21, 2025 at 2:21 PM
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
August 21, 2025 at 2:13 PM
Investigating
August 21, 2025 at 2:13 PM
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 (Full Release) - CCPro Contact Centre APAC (BND1)

Completed
August 20, 2025 at 5:30 PM
Completed
August 20, 2025 at 5:30 PM
Maintenance has completed successfully
In progress
August 20, 2025 at 11:30 AM
In progress
August 20, 2025 at 11:30 AM
Maintenance is now in progress
Planned
August 20, 2025 at 11:30 AM
Planned
August 20, 2025 at 11:30 AM
Maintenance Type: Planned
Purpose: Deploy full release 25.2 to CCPro Contact Centre APAC - BND1
Impact: Period of downtime during the window
Expected Downtime Duration: Up to 60 minutes
Maintenance Window Duration: 6 hours

During the window, the platform may be unavailable, or responding slowly, as the upgrade work is carried out.

Start Date and Time: Wednesday, August 20th, 2025 12:30 (BST)
End Date and Time: Wednesday, August 20th, 2025 18:30 (BST)

This upgrade applies to customers on CCPro Contact Centre APAC- BND1 only.

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

RELEASE NOTES:
CCPro Contact Center 25.2 Release Notes

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) - CCPro Contact Centre EU (BND1)

Completed
August 13, 2025 at 10:00 PM
Completed
August 13, 2025 at 10:00 PM
Maintenance has completed successfully
In progress
August 13, 2025 at 4:00 PM
In progress
August 13, 2025 at 4:00 PM
Maintenance is now in progress
Planned
August 13, 2025 at 4:00 PM
Planned
August 13, 2025 at 4:00 PM
Maintenance Type: Planned
Purpose: Deploy full release 25.2 to CCPro Contact Centre EU - BND1
Impact: Short period of downtime during the window
Expected Downtime Duration: Up to 30 minutes
Maintenance Window Duration: 6 hours

Start Date and Time: Wednesday, August 13th, 2025 16:00 (UTC)
End Date and Time: Wednesday, August 13th, 2025 22:00 (UTC)
This upgrade applies to customers on CCPro Contact Centre EU - BND1 only.
If you are unsure which BND (band) your contact centre uses, please follow these instructions

RELEASE NOTES:
CCPro Contact Center 25.2 Release Notes

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) - CCPro 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

Update
August 06, 2025 at 10:09 PM
Update
August 06, 2025 at 10:09 PM
This incident has been resolved.
Resolved
August 06, 2025 at 10:08 PM
Resolved
August 06, 2025 at 10:08 PM
This incident has been resolved.
Update
August 06, 2025 at 9:36 PM
Update
August 06, 2025 at 9:36 PM
We implemented a fix and are currently monitoring the result.
Monitoring
August 06, 2025 at 9:36 PM
Monitoring
August 06, 2025 at 9:36 PM
The system is back up and we are monitoring.
Investigating
August 06, 2025 at 9:22 PM
Investigating
August 06, 2025 at 9:22 PM
We are aware of a technical issue which may impact your service on US (BND2) .
Users may have troubles logging in and calls may be failing
Engineering teams are investigating
We will provide updates shortly.

Jul 2025

Maintenance (Full Release) - CCPro Contact Center 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

Resolved
July 29, 2025 at 6:11 PM
Resolved
July 29, 2025 at 6:11 PM
This issue has been resolved. Data should be populating normally.
No further updates are planned.
Investigating
July 29, 2025 at 2:49 PM
Investigating
July 29, 2025 at 2:49 PM
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) - CCPro Contact Center US (BND2)

Completed
July 25, 2025 at 9:31 AM
Completed
July 25, 2025 at 9:31 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
Planned
July 25, 2025 at 7:00 AM
Planned
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

Resolved
July 26, 2025 at 4:04 PM
Resolved
July 26, 2025 at 4:04 PM
All remaining EE issues appear to be resolved.
Update
July 25, 2025 at 10:57 AM
Update
July 25, 2025 at 10:57 AM
This issue with EE is still ongoing today. Media reports suggest other networks such as Vodafone may also be experiencing issues.

Users of CCPro in the UK, on BND1 or BND2, may experience difficulties calling EE UK mobile numbers.
This is due to a nationwide P1 technical issue at EE.
We are aware that this is also impacting other networks from making calls to EE mobile numbers.

THIS IS NOT A CCPRO PLATFORM FAULT AND IS OUTSIDE OUR CONTROL.

We will provide an update once EE have resolved the issue.
Identified
July 24, 2025 at 2:31 PM
Identified
July 24, 2025 at 2:31 PM
Users of CCPro in the UK, on BND1 or BND2, may experience difficulties calling EE UK mobile numbers.
This is due to a nationwide P1 technical issue at EE, and is not a CCPro platform fault.
We are aware that this is also impacting other networks from making calls to EE mobile numbers.

We will provide an update once EE have resolved the issue.

Maintenance - CCPro SmartPBX UK

Completed
July 17, 2025 at 11:00 PM
Completed
July 17, 2025 at 11:00 PM
Maintenance has completed successfully
Planned
July 17, 2025 at 7:00 PM
Planned
July 17, 2025 at 7:00 PM
Maintenance Type: Planned
Purpose: Restoration works to UK South Kamailio 2 (UKS KAM2)
This maintenance is to to restore call applications from the KAM2 Service
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Thursday, July 17th 20:00 (BST)
End Date and Time: Thursday, July 17th 23:59 (BST)
In progress
July 17, 2025 at 10:19 AM
In progress
July 17, 2025 at 10:19 AM
Reminder of tonight' maintenance:
Maintenance Type: Planned
Purpose: Restoration works to UK South Kamailio 2 (UKS KAM2)
This maintenance is to to restore call applications from the KAM2 Service
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Thursday, July 17th 20:00 (BST)
End Date and Time: Thursday, July 17th 23:59 (BST)

Jun 2025

Maintenance (Minor Release) - CCPro Contact Centre UK (BND1)

Completed
June 20, 2025 at 1:00 AM
Completed
June 20, 2025 at 1:00 AM
Maintenance has completed successfully
In progress
June 19, 2025 at 9:00 PM
In progress
June 19, 2025 at 9:00 PM
Maintenance is now in progress
Planned
June 19, 2025 at 9:00 PM
Planned
June 19, 2025 at 9:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.14 to CCPro UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Thursday, June 19, 2025 22:00 (BST)
End Date and Time: Friday, June 20, 2025 02:00 (BST)

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 since previous release:
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
CCDEV-10949: Inbound PBX calls do not ring for agent
CCDEV-10883: Calabrio Adherence data not being sent
CCDEV-10851: Unable to delete contacts on agentless campaigns
CCDEV-10445: Add Tenant-Level Override for AI Insights
CCDEV-10383: Fix Queue Rules on Callbacks
CCDEV-8754: Reports not loading after changing Language/Local

Maintenance (Minor Release) - CCPro Contact Centre EU (BND1)

Completed
June 19, 2025 at 9:00 PM
Completed
June 19, 2025 at 9:00 PM
Maintenance has completed successfully
In progress
June 19, 2025 at 5:00 PM
In progress
June 19, 2025 at 5:00 PM
Maintenance is now in progress
Planned
June 19, 2025 at 5:00 PM
Planned
June 19, 2025 at 5:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.14 to CCPro EU - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Thursday, June 19, 2025 17:00 (UTC)
End Date and Time: Thursday, June 19, 2025 21:00 (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 since previous release:
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

Maintenance (Minor Release) - CCPro Contact Centre APAC (BND1)

Completed
June 19, 2025 at 3:30 PM
Completed
June 19, 2025 at 3:30 PM
Maintenance has completed successfully
In progress
June 19, 2025 at 11:30 AM
In progress
June 19, 2025 at 11:30 AM
Maintenance is now in progress
Planned
June 19, 2025 at 11:30 AM
Planned
June 19, 2025 at 11:30 AM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.14 to CCPro APAC - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Thursday, June 19, 2025 11:30 (UTC)
End Date and Time: Thursday, June 19, 2025 15:30 (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 since previous release:
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
CCDEV-10949: Inbound PBX calls do not ring for agent
CCDEV-10883: Calabrio Adherence data not being sent
CCDEV-10851: Unable to delete contacts on agentless campaigns
CCDEV-10445: Add Tenant-Level Override for AI Insights
CCDEV-10383: Fix Queue Rules on Callbacks
CCDEV-8754: Reports not loading after changing Language/Local
CCDEV-10675: When downloading reports, the Date/Time has â€¯in it
CCDEV-10658: Add Follow Up Timeout to scheduled follow up
CCDEV-10645: Dialer doesn't show accurate data when same number exists in different lists
CCDEV-10644: Scheduled follow ups lose agent side panel screen pops once dial is placed
CCDEV-10635: New Metric - ACD User State Changes
CCDEV-10621: Summary Report: User States - 'Shortest' variation of the metric is incorrect
CCDEV-10585: Scheduled Follow Ups - Ability to discard or skip a call
CCDEV-10519: Add Comments Column to Evaluation Details Grid
CCDEV-10457: Contact interaction history excludes calls that aren't master session IDs
CCDEV-10455: Scheduled Follow Ups always have high priority
CCDEV-10172: Dialer: Change Kill Call behaviour
CCDEV-2289: Dialer - Provide ability for agent to 'discard' preview dialer contacts prior to dial

Maintenance (Minor Release) - CCPro 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) - CCPro Contact Centre UK (BND2)

Completed
June 18, 2025 at 1:00 AM
Completed
June 18, 2025 at 1:00 AM
Maintenance has completed successfully
In progress
June 17, 2025 at 9:00 PM
In progress
June 17, 2025 at 9:00 PM
Maintenance is now in progress
Planned
June 17, 2025 at 9:00 PM
Planned
June 17, 2025 at 9:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.14 to CCPro UK - BND2
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Tuesday, June 17, 2025 22:00 (BST)
End Date and Time: Wednesday, June 18, 2025 02:00 (BST)

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 since previous release:
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
CCDEV-10949: Inbound PBX calls do not ring for agent
CCDEV-10883: Calabrio Adherence data not being sent
CCDEV-10851: Unable to delete contacts on agentless campaigns
CCDEV-10445: Add Tenant-Level Override for AI Insights
CCDEV-10383: Fix Queue Rules on Callbacks
CCDEV-8754: Reports not loading after changing Language/Local

Jun 2025 to Aug 2025

CCPro - Notice history

All systems operational

Notice history

Aug 2025

Jul 2025

Jun 2025