Notice history

Operational

Sep 2024

Oct 2024

Nov 2024

Sep 2024

Oct 2024

Nov 2024

Sep 2024

Oct 2024

Nov 2024

Operational

Sep 2024

Oct 2024

Nov 2024

Sep 2024

Oct 2024

Nov 2024

Operational

Sep 2024

Oct 2024

Nov 2024

Operational

Sep 2024

Oct 2024

Nov 2024

Degraded performance

Sep 2024

Oct 2024

Nov 2024

Nov 2024

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

Completed
November 28, 2024 at 11:00 PM
Completed
November 28, 2024 at 11:00 PM
Maintenance has completed successfully
In progress
November 28, 2024 at 9:00 PM
In progress
November 28, 2024 at 9:00 PM
Maintenance is now in progress
Planned
November 28, 2024 at 9:00 PM
Planned
November 28, 2024 at 9:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.13 to UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 120 minutes
Start Date and Time: Thursday November 28th, 2024 21:00 (GMT)
End Date and Time: Thursday November 28th, 2024 23:00 (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-7575 Ring All Follows Profile Settings of Users Rather Than Ring All Settings
CCDEV-7931 Inbound calls not connecting when using PSTN - Carrier Specific

Resolved
November 28, 2024 at 11:52 AM
Resolved
November 28, 2024 at 11:52 AM
The incident with PCI payments has now been resolved by our PCVI provider.
Apologies for any inconvenience.
All payments should now work as normal.
No further updates are expected and the incident is closed.
Investigating
November 28, 2024 at 11:23 AM
Investigating
November 28, 2024 at 11:23 AM
There is currently an issue with PCI Payments within CCPro Contact Centre in the UK.
The payment screen where card details are taken is returning a 502 error.
This is due to an outage with our PCI provider and they are investigating.

IMPACT:
Customer who take PCI card payments via CCPro will be unable to do so.
No other services are affected...calls will continue to work ok.
We will provide further updates as soon as we can.

Update
November 28, 2024 at 4:35 PM
Update
November 28, 2024 at 4:35 PM
This remains an issue at the moment....it is still being actively worked on by the vendor.
The restart of media servers is also still in progress.
We will provide further updates in due course.
Identified
November 28, 2024 at 1:09 PM
Identified
November 28, 2024 at 1:09 PM
Our vendor has identified some instances of 408 errors being returned.
To attempt to resolve this, a restart of media servers is being actioned.
There is full redundancy and so now downtime is expected.
The operation may take several hours as each server has to be clear of all calls before starting.

We will provide further updates later.
Investigating
November 28, 2024 at 10:35 AM
Investigating
November 28, 2024 at 10:35 AM
Further instances of Forbidden errors have been reported.
Our investigations are continuing.

Further updates will follow. Apologies for the inconvenience.
Monitoring
November 28, 2024 at 9:08 AM
Monitoring
November 28, 2024 at 9:08 AM
This issue now believed to be rectified.
Engineers are continuing to monitor and test.
Investigating
November 28, 2024 at 8:09 AM
Investigating
November 28, 2024 at 8:09 AM
We are aware of a technical issue which may impact your service on the CCPro SmartPBX in the UK.

Outbound calls may be intermittently failing with a "Forbidden" message.
Inbound calls are unaffected.

Engineering teams are investigating as a priority and the vendor has been engaged.

We will provide regular updates.

Resolved
November 20, 2024 at 1:53 PM
Resolved
November 20, 2024 at 1:53 PM
Affected customers have been moved to CCPro UK BND1 which has resolved the situation for those affected.
We continue to investigate the actual issue and will issue an Incident Report in due course, but there will be no further impact to customers.
Investigating
November 20, 2024 at 1:43 PM
Investigating
November 20, 2024 at 1:43 PM
We are aware of a technical issue which may impact your service on UK (BND2) .
Agents may be unable to log in and calls may not be connecting.
Engineering teams are investigating
We will provide updates shortly.

Maintenance (Full Release) - CCPro Contact Center US (BND3)

Completed
November 20, 2024 at 8:00 AM
Completed
November 20, 2024 at 8:00 AM
Maintenance has completed successfully
In progress
November 20, 2024 at 4:00 AM
In progress
November 20, 2024 at 4:00 AM
Maintenance is now in progress
Planned
November 20, 2024 at 4:00 AM
Planned
November 20, 2024 at 4:00 AM
Maintenance Type: Planned
Purpose: Deploy full release 24.3 to US - BND3
Impact: Short period of downtime during the window, for contact centers on BND3
Maintenance Window Duration: 4 hours
There may be a period of downtime during this window.
Start Date and Time: Tuesday, November 19th, 2024 11:00 PM (Eastern Time)
End Date and Time: Wednesday, November 20th, 2024 03:00 AM (Eastern 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

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

Oct 2024

Resolved
October 28, 2024 at 2:20 PM
Resolved
October 28, 2024 at 2:20 PM
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.
Monitoring
October 28, 2024 at 12:49 PM
Monitoring
October 28, 2024 at 12:49 PM
Our engineers have implemented a fix and are currently monitoring the result.
Investigating
October 28, 2024 at 12:07 PM
Investigating
October 28, 2024 at 12:07 PM
We are aware of a technical issue which may impact your service on US (BND3) .

Some outbound calls may be intermittently failing to connect.

Engineering teams are investigating
We will provide updates shortly.

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

Completed
October 07, 2024 at 10:00 PM
Completed
October 07, 2024 at 10:00 PM
Maintenance has completed successfully
In progress
October 07, 2024 at 8:00 PM
In progress
October 07, 2024 at 8:00 PM
Maintenance is now in progress
Planned
October 07, 2024 at 8:00 PM
Planned
October 07, 2024 at 8:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.12 to UK - BND2
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 120 minutes
Start Date and Time: Monday October 7th, 2024 21:00 (BST)
End Date and Time: Monday October 7th, 2024 23:00 (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:
CCDEV-7622 Populate Queue Group data in Queue Group Grid
CCDEV-7610 Fix Silent Monitoring Issues
CCDEV-7497 Silent Monitoring Brief Ring Back and Dead Air
CCDEV-7497 Cleanup Hung Calls in Freeswitch
CCDEV-7314 Amend Close button in Preview dialler
CCDEV-6788 Add Changes to Salesforce Logging
CCDEV-5236 Increase Business Profile Dropdown Limit
CCDEV-7497 Cleanup Hung Calls in Freeswitch
CR-314 Fix QM Evaluation Validation
CR-261 Fix Duplicate URIs upon AppHost Startup

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

Completed
October 03, 2024 at 10:00 PM
Completed
October 03, 2024 at 10:00 PM
Maintenance has completed successfully
In progress
October 03, 2024 at 8:00 PM
In progress
October 03, 2024 at 8:00 PM
Maintenance is now in progress
Planned
October 03, 2024 at 8:00 PM
Planned
October 03, 2024 at 8:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.12 to UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 120 minutes
Start Date and Time: Thursday October 3, 2024 21:00 (BST)
End Date and Time: Thursday October 3, 2024 23:00 (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:
CCDEV-7622 Populate Queue Group data in Queue Group Grid
CCDEV-7610 Fix Silent Monitoring Issues
CCDEV-7497 Silent Monitoring Brief Ring Back and Dead Air
CCDEV-7497 Cleanup Hung Calls in Freeswitch
CCDEV-7314 Amend Close button in Preview dialler
CCDEV-6788 Add Changes to Salesforce Logging
CCDEV-5236 Increase Business Profile Dropdown Limit
CCDEV-7497 Cleanup Hung Calls in Freeswitch
CR-314 Fix QM Evaluation Validation
CR-261 Fix Duplicate URIs upon AppHost Startup

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

Completed
October 02, 2024 at 9:00 AM
Completed
October 02, 2024 at 9:00 AM
Maintenance has completed successfully
In progress
October 02, 2024 at 7:00 AM
In progress
October 02, 2024 at 7:00 AM
Maintenance is now in progress
Planned
October 02, 2024 at 7:00 AM
Planned
October 02, 2024 at 7:00 AM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.12 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 120 minutes
Start Date and Time: Wednesday, October 2, 2024 01:00 (MST)
End Date and Time: Wednesday, October 2, 2024 03:00 (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-7622 Populate Queue Group data in Queue Group Grid
CCDEV-7610 Fix Silent Monitoring Issues
CCDEV-7497 Silent Monitoring Brief Ring Back and Dead Air
CCDEV-7497 Cleanup Hung Calls in Freeswitch
CCDEV-7314 Amend Close button in Preview dialler
CCDEV-6788 Add Changes to Salesforce Logging
CCDEV-5236 Increase Business Profile Dropdown Limit
CCDEV-7497 Cleanup Hung Calls in Freeswitch
CR-314 Fix QM Evaluation Validation
CR-261 Fix Duplicate URIs upon AppHost Startup

Sep 2024

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

Completed
September 19, 2024 at 10:00 PM
Completed
September 19, 2024 at 10:00 PM
Maintenance has completed successfully
In progress
September 19, 2024 at 8:00 PM
In progress
September 19, 2024 at 8:00 PM
Maintenance is now in progress
Planned
September 19, 2024 at 8:00 PM
Planned
September 19, 2024 at 8:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.11 to UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Thursday, September 19 21:00 (BST)
End Date and Time: Thursday, September 19 23:00 (BST)

There is no downtime expected during this maintenance window
Changelog:
CCDEV-7462 Monitoring: Failed to Evaluate Error Shown
CCDEV-7442 Cross Centre Reporting - Monitoring has no audio
CCDEV-7307 Update auto demo AI model
CCDEV-6965 Move HSMs did not remove the old REDIS key
CCDEV-6860 Screen pop issue with transfer
CCDEV-6832 Timeline Summary Spyglass icon and alert triangles not showing
CCDEV-6721 Issue with Silent monitoring

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

Completed
September 18, 2024 at 10:00 PM
Completed
September 18, 2024 at 10:00 PM
Maintenance has completed successfully
In progress
September 18, 2024 at 8:00 PM
In progress
September 18, 2024 at 8:00 PM
Maintenance is now in progress
Planned
September 18, 2024 at 8:00 PM
Planned
September 18, 2024 at 8:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.11 to UK - BND2
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Wednesday, September 18 21:00 (BST)
End Date and Time: Wednesday, September 18 23:00 (BST)

There is no downtime expected during this maintenance window
Changelog:
CCDEV-7462 Monitoring: Failed to Evaluate Error Shown
CCDEV-7442 Cross Centre Reporting - Monitoring has no audio
CCDEV-7307 Update auto demo AI model
CCDEV-6965 Move HSMs did not remove the old REDIS key
CCDEV-6860 Screen pop issue with transfer
CCDEV-6832 Timeline Summary Spyglass icon and alert triangles not showing
CCDEV-6721 Issue with Silent monitoring

Resolved
September 18, 2024 at 5:16 PM
Resolved
September 18, 2024 at 5:16 PM
This incident has been resolved.
Monitoring
September 18, 2024 at 4:13 PM
Monitoring
September 18, 2024 at 4:13 PM
We identified and implemented a fix and are currently monitoring the result.

You may need to refresh your page, toggle filtering off and on again.
Investigating
September 18, 2024 at 4:01 PM
Investigating
September 18, 2024 at 4:01 PM
We are currently investigating an issue that is affecting the Agents dashboard card when applying filters.

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

Completed
September 18, 2024 at 9:00 AM
Completed
September 18, 2024 at 9:00 AM
Maintenance has completed successfully
In progress
September 18, 2024 at 7:00 AM
In progress
September 18, 2024 at 7:00 AM
Maintenance is now in progress
Planned
September 18, 2024 at 7:00 AM
Planned
September 18, 2024 at 7:00 AM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.11 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Wednesday, September 18 01:00 (Mountain Time)
End Date and Time: Wednesday, September 18 03:00 (Mountain Time)

There is no downtime expected during this maintenance window
Changelog:
CCDEV-7462 Monitoring: Failed to Evaluate Error Shown
CCDEV-7442 Cross Center Reporting - Monitoring has no audio
CCDEV-7307 Update auto demo AI model
CCDEV-6965 Move HSMs did not remove the old REDIS key
CCDEV-6860 Screen pop issue with transfer
CCDEV-6832 Timeline Summary Spyglass icon and alert triangles not showing
CCDEV-6721 Issue with Silent monitoring

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

Completed
September 12, 2024 at 10:00 PM
Completed
September 12, 2024 at 10:00 PM
Maintenance has completed successfully
In progress
September 12, 2024 at 8:00 PM
In progress
September 12, 2024 at 8:00 PM
Maintenance is now in progress
Planned
September 12, 2024 at 8:00 PM
Planned
September 12, 2024 at 8:00 PM
Maintenance Type: Planned
Purpose: Deploy roll-up of minor maintenance releases to UK - BND2:
24.2.10, 24.2.9, 24.2.8
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Thursday September 12th, 2024 21:00 (BST)
End Date and Time: Thursday September 12th, 2024 23:00 (BST)
There is no downtime expected during this maintenance window
Changelog:
24.2.10
CCDEV-7158 Fix for Cross Centre Reporting Filtering
CCDEV-6965 Move HSMs does not clean up properly
CCDEV-6828 Conference mode causing "Multiples" and stuck users
CCDEV-6919 HubSpot Integration CRM issue

24.2.9
CCDEV-6484 'My Evaluations' sometimes shows all users
CCDEV-6787 Incoming Calls Hanging in some contact centres
CCDEV-6825 Cross Center Reporting - Clicking on Silent Monitoring Throwing Monitor Failed Error

24.2.8
CCDEV-6168 Discrepancy in total offered to queue in two reports
CCDEV-6453 Holiday hours only honour last holiday rule
CCDEV-6871 Enhance current Handling of EarlyMedia and Ringback
CCDEV-6885 Transfer issue following custom project
CCDEV-6913 Reports intermittently running slowly

Sep 2024 to Nov 2024

CCPro - Notice history

CCPro SmartPBX UK experiencing degraded performance

Notice history

Nov 2024

Oct 2024

Sep 2024