Notice history

Operational

Jan 2025

Feb 2025

Mar 2025

Jan 2025

Feb 2025

Mar 2025

Jan 2025

Feb 2025

Mar 2025

Operational

Jan 2025

Feb 2025

Mar 2025

Jan 2025

Feb 2025

Mar 2025

Operational

Jan 2025

Feb 2025

Mar 2025

Operational

Jan 2025

Feb 2025

Mar 2025

Operational

Jan 2025

Feb 2025

Mar 2025

Mar 2025

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

Completed
March 14, 2025 at 12:00 AM
Completed
March 14, 2025 at 12:00 AM
Maintenance has completed successfully
In progress
March 13, 2025 at 10:00 PM
In progress
March 13, 2025 at 10:00 PM
Maintenance is now in progress
Planned
March 13, 2025 at 10:00 PM
Planned
March 13, 2025 at 10:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.18 to CCPro UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Thursday March 13th, 2025 22:00 (GMT)
End Date and Time: Thursday March 13th, 2025 23:59 (GMT)

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-9291 Improve Dialer Failed Dial Experience
CCDEV-9256 Email auto-responses don't honour manual From: setting
CCDEV-9243 Screenpop parameter Call.SessionId not available for outbound calls
CCDEV-8687 Handle Post Answer ringing event
CCDEV-6351 Can only use Copy action once in emails
CCDEV-9315 PBX call can route to agent during preview dialer preview
CCDEV-9244 Resolve High Memory Utilization caused by Invalid Primary Key in Customer BYODB databases
CCDEV-9277 Agent experience: Refresh during routing results in "Call Failed"

Resolved
March 13, 2025 at 4:37 PM
Resolved
March 13, 2025 at 4:37 PM
The voice degradation issue is now resolved. Calls should have no quality issues.
No further updates on this issue are expected. Thank you for you patience.
Monitoring
March 13, 2025 at 4:20 PM
Monitoring
March 13, 2025 at 4:20 PM
Our upstream carrier is seeing early signs of service restoration through their transit carrier.
We would advise affected customers to retest and confirm their environments are stabilising.
Identified
March 13, 2025 at 4:09 PM
Identified
March 13, 2025 at 4:09 PM
We have been informed by an upstream carrier that they are in discussions with one of their Transit Carriers, and are as a priority looking to re-route calls in the interim, while they address any wider issues. We will provide a further update once this re-routing is confirmed.
Update
March 13, 2025 at 3:05 PM
Update
March 13, 2025 at 3:05 PM
We continue to investigate and will provide a further update as soon as possible.
Investigating
March 13, 2025 at 2:31 PM
Investigating
March 13, 2025 at 2:31 PM
We are investigating reports of voice degradation on the CCPro UK platform (BND1 and BND2) which has been observed on the platform.
This is intermittent and does not affect all calls.
Engineering teams are investigating. We will provide updates in due course.

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

Completed
March 12, 2025 at 7:00 PM
Completed
March 12, 2025 at 7:00 PM
Maintenance has completed successfully
In progress
March 12, 2025 at 5:00 PM
In progress
March 12, 2025 at 5:00 PM
Maintenance is now in progress
Planned
March 12, 2025 at 5:00 PM
Planned
March 12, 2025 at 5:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.19 to CCPro EU - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Wednesday March 12th 2025 17:00 (UTC)
End Date and Time: Wednesday March 12th 2025 19:00 (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-9291 Improve Dialer Failed Dial Experience
CCDEV-9256 Email auto-responses don't honour manual From: setting
CCDEV-9243 Screenpop parameter Call.SessionId not available for outbound calls
CCDEV-8687 Handle Post Answer ringing event
CCDEV-6351 Can only use Copy action once in emails
CCDEV-9315 PBX call can route to agent during preview dialer preview
CCDEV-9244 Resolve High Memory Utilization caused by Invalid Primary Key in Customer BYODB databases
CCDEV-9277 Agent experience: Refresh during routing results in "Call Failed"

Feb 2025

Maintenance (Minor Release) - CCPro Contact Center US (BND2 + BND3)

Completed
February 27, 2025 at 11:00 AM
Completed
February 27, 2025 at 11:00 AM
Maintenance has completed successfully
In progress
February 27, 2025 at 7:00 AM
In progress
February 27, 2025 at 7:00 AM
Maintenance is now in progress
Planned
February 27, 2025 at 7:00 AM
Planned
February 27, 2025 at 7:00 AM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.18 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 hours
Start Date and Time: Thursday February 27, 2025 1:00 AM Central Time
End Date and Time: Thursday February 27, 2025 5:00 AM Central 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-9256 Email auto-responses don't honour manual From: setting
CCDEV-9243 Screenpop parameter Call.SessionId not available for outbound calls
CCDEV-8687 Handle Post Answer ringing event
CCDEV-6351 Can only use Copy action once in emails.
CCDEV-9315 PBX call can route to agent during preview dialer preview

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

Completed
February 25, 2025 at 9:00 PM
Completed
February 25, 2025 at 9:00 PM
Maintenance has completed successfully
In progress
February 25, 2025 at 5:00 PM
In progress
February 25, 2025 at 5:00 PM
Maintenance is now in progress
Planned
February 25, 2025 at 5:00 PM
Planned
February 25, 2025 at 5:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.16 to CCPro Contact Centre EU - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Tuesday, February 25th, 2025 5:00 PM (GMT)
Start Date and Time: Tuesday, February 25th, 2025 9:00 PM (GMT)

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-9139 Call evaluation data saving issues
CCDEV-9027 Evaluation Lists not running at correct time
CCDEV-9017 Slow preview dialing and preview campaigns getting stuck
CCDEV-8971 Modify Text Message Delivery Metric and descriptions
CCDEV-8957 Error in Apps/BillingReports/GetUsersReport due to missing last login date
CCDEV-8919 Workaround for Carriers excluding SDP from REINVITEs
CCDEV-8894 Wrap Text on Chat Widget
CCDEV-8890 Preview dialer: Start Campaign" modal displays 0 numbers
CCDEV-8702 Feedback Notifications Not Clearing

Maintenance - CCPro SmartPBX UK

Completed
February 21, 2025 at 12:00 AM
Completed
February 21, 2025 at 12:00 AM
Maintenance has completed successfully
In progress
February 20, 2025 at 10:00 PM
In progress
February 20, 2025 at 10:00 PM
Maintenance is now in progress
Planned
February 20, 2025 at 10:00 PM
Planned
February 20, 2025 at 10:00 PM
Maintenance Type: Planned
Purpose: To implement latest bug fixes
Risk: Low
Impact: Minor
Expected Downtime Duration: Up to 15 minutes during the window
Maintenance Window Duration: Two hours
Start Date and Time: Thursday February 20th, 2025 22:00 (UK Time)
Start Date and Time: Thursday February 20th, 2025 23:59 (UK Time)

Maintenance (Minor Release) - CCPro Contact Center US (BND2 + BND3)

Completed
February 12, 2025 at 9:00 AM
Completed
February 12, 2025 at 9:00 AM
Maintenance has completed successfully
In progress
February 12, 2025 at 7:00 AM
In progress
February 12, 2025 at 7:00 AM
Maintenance is now in progress
Planned
February 12, 2025 at 7:00 AM
Planned
February 12, 2025 at 7:00 AM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.17 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 120 minutes
Start Date and Time: Wednesday February 12, 2025 12:00 am (MST)
End Date and Time: Wednesday February 12, 2025 2:00 am (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-9139: Fix Call Evaluation Data Intermittently Not Saving
CCDEV-8855: Fix Survey Reporting
CCDEV-9001: Update Data for Calabrio WFM
CCDEV-9027: Fix Date Changes for Evaluations
CCDEV-8853: Fix Auto Answer Routing to AE

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

Completed
February 11, 2025 at 1:00 AM
Completed
February 11, 2025 at 1:00 AM
Maintenance has completed successfully
In progress
February 10, 2025 at 10:00 PM
In progress
February 10, 2025 at 10:00 PM
Maintenance is now in progress
Planned
February 10, 2025 at 10:00 PM
Planned
February 10, 2025 at 10:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.15 to UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 3 Hours
Start Date and Time: Monday February 10, 2025 22:00 (GMT)
End Date and Time: Tuesday February 11, 2025 01:00 (GMT)

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-9017 Dialer Campaigns Stuck in Pausing State
CCDEV-8971 Modify Text Message Delivery Metric and descriptions
CCDEV-8957 Error in Apps/BillingReports/GetUsersReport due to missing last login date
CCDEV-8919 Implement workaround for Carriers excluding SDP from REINVITEs
CCDEV-8890 Preview dialer: Start Campaign modal displays 0 contacts
CCDEV-8702 Mcdonald's Feedback Notifications Not Clearing
Plus any rolled-up fixes since previous release

Jan 2025

Maintenance (Minor Release) - CCPro Contact Center US (BND2 + BND3)

Completed
January 30, 2025 at 9:00 AM
Completed
January 30, 2025 at 9:00 AM
Maintenance has completed successfully
In progress
January 30, 2025 at 7:00 AM
In progress
January 30, 2025 at 7:00 AM
Maintenance is now in progress
Planned
January 30, 2025 at 7:00 AM
Planned
January 30, 2025 at 7:00 AM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.13 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 120 minutes
Start Date and Time: Thursday January 30, 2025 12:00 am MST
End Date and Time: Thursday January 30, 2025 2:00 am 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:
CR-414: Support Other Languages in Deepgram
CCDEV-8890: Fix Number of Calls Appearing in Preview Dialer Campaign
CCDEV-8919: Fix Immature Hangups Via Freeswitch
CCDEV-8957: Fix Incorrect Last Login Date
CCDEV-8702: Fix Issue with Feedback Notifications

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

Completed
January 30, 2025 at 5:00 AM
Completed
January 30, 2025 at 5:00 AM
Maintenance has completed successfully
In progress
January 29, 2025 at 9:00 PM
In progress
January 29, 2025 at 9:00 PM
Maintenance is now in progress
Planned
January 29, 2025 at 9:00 PM
Planned
January 29, 2025 at 9:00 PM
Maintenance Type: Planned
Purpose: Deploy full release 24.1 to CCPro Contact Centre UK - BND2
Impact: Short period of downtime during the window, for contact centres on BND2
Expected Downtime Duration: Up to 60 minutes during the window on BND2
Maintenance Window Duration: 8 hours

Start date and time: Wednesday, 29th January 2025 21:00 GMT
End date and time: Thursday, 30th January 2025 05:00 GMT

This upgrade applies to customers on CCPro Contact Centre UK - 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

This release is our full quarterly release.
The full product release notes can be found here:
https://help.ccprosolutions.com/support/solutions/articles/35000269204-ccpro-contact-center-24-3-release-notes

Resolved
January 23, 2025 at 4:59 PM
Resolved
January 23, 2025 at 4:59 PM
Following remediation works put in place by 12:50pm UK time, performance has been restored and the platform confirmed fully operational again.
Monitoring
January 23, 2025 at 12:55 PM
Monitoring
January 23, 2025 at 12:55 PM
We're pleased to inform you that our engineering teams have successfully implemented a fix that has significantly improved the recent delays experienced on the platform.
We are closely monitoring the situation and will provide further updates as needed.
Identified
January 23, 2025 at 11:59 AM
Identified
January 23, 2025 at 11:59 AM
This issue has been identified and a remediation plan is currently being scoped out.
We will provide further updates in due course.
Investigating
January 23, 2025 at 10:57 AM
Investigating
January 23, 2025 at 10:57 AM
Our routine checks have identified an issue with some operations taking too long to complete.
For example, calls starting and ending.
Some agents may also be seeing delays logging in to the Agent Experience.

This issue is intermittent.
Our engineers are currently investigating. We will provide updates shortly.
This issue affects only CCPRO CONTACT CENTRE UK BAND 1.
No other services are affected.

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

Completed
January 23, 2025 at 6:00 AM
Completed
January 23, 2025 at 6:00 AM
Maintenance has completed successfully
In progress
January 22, 2025 at 10:00 PM
In progress
January 22, 2025 at 10:00 PM
Maintenance is now in progress
Planned
January 22, 2025 at 10:00 PM
Planned
January 22, 2025 at 10:00 PM
Maintenance Type: Planned
Purpose: Deploy full release 24.3 to CCPro Contact Centre UK - BND1
Impact: Short period of downtime during the window, for contact centres on BND1
Expected Downtime Duration: Up to 60 minutes during the window on BND1
Maintenance Window Duration: 8 hours

Start date and time: Wednesday, 22nd January 2025 22:00 GMT
End date and time: Thursday, 23rd January 2025 06:00 GMT

This upgrade applies to customers on CCPro Contact Centre UK - BND1 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

This release is our full quarterly release.
The full product release notes can be found here:
https://help.ccprosolutions.com/support/solutions/articles/35000269204-ccpro-contact-center-24-3-release-notes

Resolved
January 21, 2025 at 4:12 PM
Resolved
January 21, 2025 at 4:12 PM
This incident has been resolved.
Any agents experiencing issues should:
- Log out of the Agent / Desktop Experience
- Close the agent experience
- Log back into the Agent / Desktop Experience
Investigating
January 21, 2025 at 3:22 PM
Investigating
January 21, 2025 at 3:22 PM
We are aware of a technical issue which may impact your service on UK (BND1) .
Some agents may be having difficulty changing states or coming out of wrap after a call.
This issue is intermittent and affects UK BND1 only.
Engineering teams are investigating
We will provide updates shortly.

Jan 2025 to Mar 2025

CCPro - Notice history

All systems operational

Notice history

Mar 2025

Feb 2025

Jan 2025