Time: July 1, 2022, 10:47 p.m.

Status: Postmortem

Update: In our effort to offer more flexible reporting capabilities and allow our customers to use their own criteria, we made some adjustments to our reporting back end. As soon as clients began reporting issues with report running times our DevOps team began investigating the issue and found that some specific reports were using the wrong indices against our database tables, which caused the slowness or degradation that was experienced. We were able to adjust our application to support these complex reporting queries and restore complete functionality.

Time: July 1, 2022, 6:58 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: July 1, 2022, 12:05 p.m.

Status: Monitoring

Update: A fix has been implemented and we are monitoring the results.

Time: June 30, 2022, 5:33 p.m.

Status: Identified

Update: An issue causing our reports to take a long time to process was identified at 9:04 am PST. A fix is being developed and will be released after the close of business.

Time: May 2, 2022, 10:24 p.m.

Status: Resolved

Update: The incident has been resolved across all clusters.

Time: May 2, 2022, 9:34 p.m.

Status: Monitoring

Update: Our team has implemented a fix and resolved the dialing and forced pause issues across all clusters. We will continue to monitor to ensure that there is no further impact.

Time: May 2, 2022, 9:04 p.m.

Status: Monitoring

Update: We are in the process of restoring dialer services to all impacted accounts.

Time: May 2, 2022, 8:42 p.m.

Status: Identified

Update: The network-related issue was resolved at our data center, but there is a related issue occurring that is causing agents to go into a forced pause status. Our teams are working on resolving this issue as quickly as possible.

Time: May 2, 2022, 8:10 p.m.

Status: Monitoring

Update: Our DevOps team has implemented a fix and confirmed that our network is back up and operational again. We will continue to monitor the situation to ensure there is no residual impact.

Time: May 2, 2022, 7:58 p.m.

Status: Identified

Update: We have identified an issue with our network at the data center are are working on a resolution.

Time: May 2, 2022, 7:46 p.m.

Status: Investigating

Update: We are currently investigating a network-related outage that is impacting services for all clients.

Time: April 7, 2022, 3:05 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: April 7, 2022, 12:10 a.m.

Status: Monitoring

Update: A fix has been implemented and we are monitoring for further issues.

Time: April 7, 2022, 12:09 a.m.

Status: Identified

Update: The issue has been identified as related to the implementation of a new third-party billing platform. Clearing the browser cache will resolve the issue. We are releasing a fix to force a reload of the browser cache.

Time: April 7, 2022, 12:08 a.m.

Status: Investigating

Update: We are currently investigating an issue regarding our billing platform causing issues uploading leads.

Time: March 28, 2022, 3:16 p.m.

Status: Resolved

Update: The GTT service provider had an outage in the Los Angeles area which impacted the Convoso dialer services for approximately 40 minutes.

Time: March 1, 2022, 11:18 p.m.

Status: Postmortem

Update: At approximately 11:11 AM PST, we received reports of the status Disconnected Number and Congestion surrounding automated calls and manual calls not connecting. There are several routing engines used for different services and were previously grouped together as a larger service group. Due to the nature of the failover system, all resources in a group must be functioning for the group to be considered working. We found that there was a fault in one of the call routing engines resulting in failure and caused all other engines to be affected, triggering these intermittent issues to be experienced. We have ungrouped these call routing engines to isolate any issues we may have moving forward. We are truly sorry for any inconvenience that this may have caused you.

Time: March 1, 2022, 11:17 p.m.

Status: Resolved

Update: At approximately 11:11 AM PST, we received reports of the status Disconnected Number and Congestion surrounding automated calls and manual calls not connecting.