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.

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

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.

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

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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.