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)

---

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

---

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

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

---

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 7, 2024 9:44AM BST

Call connectivity issue Incident

Incident Status

Incident

Components

Natterbox CTI

Locations

APAC

---

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

---

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.