March 2025

Call Queue Routing

March 26, 2025 10:23AM GMT

Call Queue RoutingIncident

Incident Status

Incident

Components

Call Routing & Policies

Locations

EMEA

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March 26, 2025 8:12AM GMT

[Investigating] We are currently investigating an issue affecting a small subset of customers, where call queue calls are not being routed to agents as expected. Our technical team is working diligently to resolve the issue. We will update our status page with further details as our investigation progresses.

March 26, 2025 9:37AM GMT

[Monitoring] Our technical teams have implemented the necessary measures to restore service, and the issue affecting call queues has been resolved. We recommend that affected users log out of their Webphones and Salesforce, then log back in. Inbound calls should now route as expected. We will continue to monitor the platform closely and provide further updates.

March 26, 2025 10:23AM GMT

[Resolved] Following a period of close monitoring, we have confirmed there have been no further occurrences of the issue, and the Natterbox platform is fully operational. The incident is now closed. We apologise for any inconvenience this may have caused. Please contact our Customer Support Team if you experience any further issues.

Wallboards and CTI Status Changes

March 7, 2025 10:44AM GMT

Wallboards and CTI Status ChangesIncident

Incident Status

Incident

Components

Natterbox CTI, Natterbox Wallboards

Locations

EMEA, Wallboards v2 (Flightdeck)

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March 7, 2025 9:43AM GMT

[Investigating] We are currently investigating performance issues impacting a small subset of customers' wallboards and the ability to change availability states via the CTI. Our technical team is actively working to resolve the issue as quickly as possible. We will update our status page with further details as our investigation progresses.

March 7, 2025 10:17AM GMT

[Monitoring] Our technical teams have implemented measures to restore service for affected customers. To ensure these updates take effect, please log out of Salesforce, close the Webphone browser window, and then log back in. If you continue to experience any issues, please reach out to our support team for assistance.

March 7, 2025 10:44AM GMT

[Resolved] Following a period of close monitoring, we have confirmed there have been no further occurrences of the issue, and the Natterbox platform is fully operational. The incident is now closed. We apologise for any inconvenience this may have caused. Please contact our Customer Support Team if you experience any further issues.

November 2024

Salesforce Service Disruption

November 15, 2024 5:43PM GMT

Salesforce Service DisruptionInformation

Incident Status

Information

Components

3rd Party Integrations

Locations

Salesforce

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November 15, 2024 8:38AM GMT

[Monitoring] We are currently aware of a Salesforce service disruption that is preventing users from logging into the Salesforce platform. This is affecting some customers' ability to use the Natterbox service. We recommend monitoring Salesforce's official status page for updates on the issue: status.salesforce.com/generalmessages/1476 We are closely monitoring the situation and will keep you updated as Salesforce works to resolve the issue.

November 15, 2024 5:43PM GMT

[Resolved] The Salesforce incident that was preventing some users from logging into the Salesforce platform has been resolved. Users should now have full access to both Salesforce and Natterbox services without any issues. If you encounter any problems, please contact our Customer Support Team for assistance.

October 2024

Wallboards

October 9, 2024 6:55PM BST

WallboardsIncident

Incident Status

Incident

Components

Natterbox Wallboards

Locations

Wallboards v1.5 (Wbapp), Wallboards v2 (Flightdeck)

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October 9, 2024 3:45PM BST

[Identified] We are aware of ongoing performance issues affecting a small subset of customers' wallboards and actively investigating. Our technical team is working diligently to resolve the issue. We will update our status page with further details as our investigation progresses.

October 9, 2024 4:46PM BST

[Monitoring] We’ve identified that our wallboard performance issue is linked to an ongoing incident with our partner, Heroku, which is affecting the wallboard performance for a small subset of our customers. Impacted users may see an 'Error unknown - something went wrong' message on their wallboards. Our team is actively monitoring Heroku's status page and working to minimise any disruption. We will provide updates on our status page as further information becomes available.

October 9, 2024 6:55PM BST

[Resolved] The wallboard performance issue has been resolved. The issue was linked to an incident with our partner, Heroku, which has now been addressed. Impacted customers should no longer see the 'Error unknown - something went wrong' message, and wallboard functionality has returned to normal. Our team will continue to monitor performance, but at this time, the issue is considered resolved. Thank you for your understanding. Should you encounter any further issues, please contact our Customer Support Team.

Salesforce Service Disruption

October 2, 2024 9:00AM BST

Salesforce Service DisruptionInformation

Incident Status

Information

Components

3rd Party Integrations

Locations

Salesforce

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October 1, 2024 10:50AM BST

[Identified] We are currently aware of a Salesforce incident that is preventing users from logging into the Salesforce platform. This affecting some customers' ability to use the Natterbox service. We recommend monitoring Salesforce's official status page for updates on the issue: status.salesforce.com/current/incidents We are closely monitoring the situation and will keep you updated as Salesforce works to resolve the issue.

October 2, 2024 9:00AM BST

[Resolved] The Salesforce incident that was preventing users from logging into the Salesforce platform and affecting a small subset of customers' use of the Natterbox service has been resolved. Full functionality has been restored, and users should now be able to access both Salesforce and the Natterbox services without further issues. Please contact our Customer Support Team if you experience any further issues.

September 2024

Call Connectivity and Wallboard Issues

September 23, 2024 4:41PM BST

Call Connectivity and Wallboard IssuesIncident

Incident Status

Incident

Components

Natterbox CTI, Natterbox Wallboards

Locations

APAC, EMEA, North America, Wallboards v2 (Flightdeck)

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September 23, 2024 3:39PM BST

[Monitoring] We are aware of the recent call connectivity and wallboard issues. Our technical team has successfully implemented a solution that has resolved these problems. Our Technical team will continue monitoring the platform closely. Please contact our Customer Support Team if you experience any further issues.

September 23, 2024 4:41PM BST

[Resolved] Following a period of close monitoring, we can confirm that the service has been fully restored, as communicated in our previous update. The Natterbox platform is fully operational, and this incident has now been closed. We apologise for any inconvenience this may have caused. Should you encounter any further issues, please contact our Customer Support Team.

July 2024

Call queue routing issues

July 3, 2024 9:35AM BST

Call queue routing issuesIncident

Incident Status

Incident

Components

Call Routing & Policies

Locations

APAC, EMEA, North America

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July 2, 2024 8:46PM BST

[Investigating] We are aware of issues affecting a subset of customers relating to the inability for call queue calls to be routed to agents.

July 2, 2024 9:47PM BST

[Monitoring] We've identified the cause of the issue and have resolved the issue with call queues. We're currently monitoring all systems.

July 3, 2024 9:35AM BST

[Resolved] Following a period of close monitoring, we have confirmed there have been no further occurrences of the issue. The Natterbox platform is fully operational and the incident is now closed. We apologise for any inconvenience this may have caused. Please contact our Customer Support Team if you experience any further issues.

June 2024

Email Notifications

June 24, 2024 3:01PM BST

Email Notifications Information

Incident Status

Information

Components

3rd Party Integrations

Locations

Email notifications

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June 21, 2024 6:08PM BST

[Identified] We are currently aware of an issue whereby email notifications are not being sent to a small subset of our customers. Our team is actively investigating the root cause and working to resolve the problem. We will update our status page with further details as our investigation progresses.

June 24, 2024 3:01PM BST

[Resolved] We have completed our investigation of the issue and applied the necessary fix. After close monitoring, we have performed internal tests and verified that the email service is now fully restored. If you come across any issues, please reach out to our support team

Service Cloud Voice issue

June 17, 2024 11:56AM BST

Service Cloud Voice issueReduced Performance

Incident Status

Reduced Performance

Components

Natterbox Service Cloud Voice

Locations

APAC

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June 17, 2024 1:49AM BST

[Investigating] We're investigating an issue with Natterbox Service Cloud Voice that is currently affecting the APAC region. Other regions may also be affected. Further updates will be provided when they become available.

June 17, 2024 11:56AM BST

[Resolved] Through our thorough investigation, we have identified that the root cause of this issue reported by a small subset of customers is indeed isolated at the browser level. As a result of our diligent efforts, we have identified the steps required to mitigate this issue which have been comprehensively outlined in the following article: docs.natterbox.com/docs/webphone-launch-issues-in-chrome-on-windows If you've followed the instructions from the article and disabled the "Third-party Storage Partitioning" flag in Chrome but are still encountering problems, please contact our Support team for further assistance. The Natterbox platform is fully operational and the incident is now closed.

Call Connectivity Issue

June 10, 2024 11:12AM BST

Call Connectivity IssueLocalised Issue

Incident Status

Localised Issue

Components

Natterbox CTI

Locations

EMEA

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June 10, 2024 9:14AM BST

[Investigating] We are aware of Call Connectivity Issues impacting inbound calls for a small subset of customers. Our technical team is actively working to restore full call connectivity as soon as possible. We will update our status page with further details as our investigation progresses.

June 10, 2024 10:19AM BST

[Monitoring] Internal testing and customer confirmation have confirmed that call connectivity on inbound calls has been successful and the platform is fully operational. Our team is continuously monitoring the platform closely and will remain proactive in addressing any service issues that may arise.

June 10, 2024 11:12AM BST

[Resolved] Following a period of close monitoring, we have confirmed there have been no further occurrences of the inbound call issue reported by a small subset of customers. The Natterbox platform is fully operational and the incident is now closed. Please contact our Customer Support Team if you experience any further issues.

Call connectivity issue

June 7, 2024 9:44AM BST

Call connectivity issue Incident

Incident Status

Incident

Components

Natterbox CTI

Locations

APAC

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June 6, 2024 7:34AM BST

[Investigating] We are currently aware of an issue affecting the webphone for a small subset of customers. Our technical team is actively investigating to resolve the problem as quickly as possible. We will update our status page with further details as our investigation progresses.

June 6, 2024 5:52PM BST

[Monitoring] Our technical teams have identified that the issues reported by a small subset of customers were correlated with degraded services from local Internet Service Providers in Australia. Our team is continuously monitoring the platform closely and will remain proactive in addressing any service issues that may arise.

June 7, 2024 8:06AM BST

[Monitoring] Our technical team has confirmed that multiple organisations impacted by this issue are now fully operational following the restoration of services from local Internet Service providers in Australia. If you are still experiencing the issue, please ensure that you restart your machine and log in to Salesforce from a fresh session. We will keep monitoring this for further developments

June 7, 2024 9:44AM BST

[Resolved] After a thorough investigation, we have confirmed that the issues reported by a small subset of customers were related to their Internet Service Provider. The Natterbox platform is fully operational, and the incident is closed. Please contact our Customer Support Team if you experience any further issues.

May 2024

Call Reporting Records

May 13, 2024 3:14PM BST

Call Reporting RecordsLocalised Issue

Incident Status

Localised Issue

Components

Natterbox CTI

Locations

APAC, EMEA, North America

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May 13, 2024 12:05PM BST

[Investigating] We are currently aware of an issue affecting the generation of Call Reporting Records for a small subset of customers. We have identified the data is being generated with a delay. Our technical team is actively investigating to resolve the problem as quickly as possible. We will update our status page with further details as our investigation progresses.

May 13, 2024 12:53PM BST

[Monitoring] Our Technical team has successfully implemented a change that has resolved the issue with Call Reporting Records. Records are now being generated as expected for all new calls handled. We are also currently back-dating the missing data from earlier today. The corrected data will be applied and reflected within your reports throughout the day. We apologise for any inconvenience this issue may have caused and thank you for your continued patience.

May 13, 2024 3:14PM BST

[Resolved] Following a period of close monitoring, we have confirmed there have been no further occurrences and the issue with Call Reporting Records has been fully resolved at 13:06 BST. The incident is now closed. We apologise for any inconvenience this may have caused. Please contact our Customer Support Team if you experience any further issues.

April 2024

Call Connectivity Issues

April 17, 2024 6:09PM BST

Call Connectivity IssuesIncident

Incident Status

Incident

Components

Natterbox CTI

Locations

EMEA, North America

---

April 17, 2024 4:12PM BST

[Investigating] We are aware of Call Connectivity Issues impacting both inbound and outbound calls. Our technical team is actively working to restore full call connectivity as soon as possible. We will update our status page with further details as our investigation progresses.

April 17, 2024 4:37PM BST

[Identified] Our technical teams have implemented the necessary measures to restore services. For the changes to take effect, please take a moment to log out of Salesforce, close the Webphone browser window, and then log back in. We are monitoring the situation closely and will provide further updates.

April 17, 2024 6:09PM BST

[Resolved] Following a period of close monitoring, we have confirmed there have been no further occurrences of the issue and the Natterbox platform is fully operational. The incident is now closed. We apologise for any inconvenience this may have caused. Please contact our Customer Support Team if you experience any further issues.