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March 2025

Call Queue Routing

March 26, 2025 10:23AM GMT

Call Queue RoutingIncident

Incident Status

Incident


Components

Call Routing & Policies


Locations

EMEA



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.

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



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.





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