Some systems are experiencing issues

Stickied Incidents

10th January 2023

ElasticCX - CcaaS - UKS (Bnd1) Call and agent state stuck on dashboards

We have experienced some instances of calls and agent states being "stuck" on dashboards.

These instances have been noted on the following dates and times: 21/12/2022 @10:02 - 10:12 04/01/2023 @10:00 - 10:04 10/01/2023 @10:21 - 10:32

Engineers are investigating.

  • We had experienced further occurrences of stuck call and agent states. Engineer investigation found error logs regarding the writing of large records to DB. Maintenance works were performed to ensure all records written to DB were under a maximum threshold size

  • Maintenance works have been carried out on the affected cluster nodes. Engineers will continue to monitor

  • On Thursday 12th January we will be performing maintenance on these nodes to address these issues

  • We see syslog entries during the windows – indicating the VM was running. We also see metrics pushed to our monitoring service, showing networking was also working.

    • Maintenance
    IPI SIP - handling of larger signaling packets

    IPI SIP @ LINK33 & LON1 Standard Maintenance As part of our continual improvement plan for our SIP network we will be performing maintenance that will allow us to handle larger sized signaling packets when using secure connections.

    These maintenance works be be carried out on Thursday 2nd February between 22:00 and 23:59 A 10 second interchange of our HA nodes may be experienced during this time although there is no expected impact to any calls that may be in progress during these works.

    Past Incidents

    1st February 2023

    No incidents reported

    31st January 2023

    No incidents reported

    30th January 2023

    No incidents reported

    29th January 2023

    No incidents reported

    28th January 2023

    No incidents reported

    27th January 2023

    No incidents reported

    26th January 2023

    No incidents reported

    25th January 2023

    ElasticCX - CcaaS - UKS (Bnd1) Configuration Database - node failure

    We have seen a configuration database node go offline. Engineers are investigating There is no impact to customers as other nodes are handling traffic for this service

  • Engineers have removed the affected node from the cluster and provisioned a new node. New node has synchronised and is now in service.