TWIN - Notice history

Сервис телефонии experiencing partial outage

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Notice history

Dec 2024

Incorrect operation of telephony
  • Update
    Update

    Outgoing calls are made successfully. Calls work. The bot connects to the conversation.

    At the moment we are seeing a high load on the telephony service. How this can manifest itself:

    • Calling task statuses and candidate statuses are updated with a delay

    • Candidates in the call assignment are processed slowly

  • Monitoring
    Monitoring

    The service is operating normally.

    We are monitoring the operation of the service.

  • Investigating
    Investigating

    How it manifests itself: outgoing calls are stopped, outgoing calls are stopped. The status of outgoing calls and candidates may not change.

    Our specialists are working to resolve this issue.

The telephone service is not working
  • Resolved
    Resolved

    Decided.

    The service operates normally. We do not observe behavior when the bot does not connect to the call.

  • Update
    Update

    The telephony service has been restored and the bot is operating normally.

    Maintenance work is expected at night, service interruptions are possible.

  • Monitoring
    Monitoring

    How it manifests itself: the bot does not connect to the call, is silent in the dialogue; unsuccessful calls affected by the incident have the status "Connection timeout expired" - callbacks for these calls will be made automatically.

    When: from 15:15 to present time Moscow time

    Technical work is underway.

The bot does not hear the interlocutor in calls
  • Resolved
    Resolved

    Decided.

    Telephony and Bot work in normal mode. Bot hears the interlocutor.

  • Investigating
    Investigating

    How it manifests itself: there are calls in which the bot does not hear the interlocutor, does not understand the answers. As a result, it receives empty messages. We observe such behavior in some calls.

    Our specialists are working on resolving this issue.

Unscheduled maintenance
  • Completed
    5th December 2024 at 14:40
    Completed
    5th December 2024 at 14:40
    Maintenance has completed successfully
  • Update
    5th December 2024 at 14:35
    In progress
    5th December 2024 at 14:35

    Update: Direct integration calls have also been stopped.

  • In progress
    5th December 2024 at 14:30
    In progress
    5th December 2024 at 14:30
    Maintenance is now in progress
  • Planned
    5th December 2024 at 14:30
    Planned
    5th December 2024 at 14:30

    Estimated work time: 10 minutes

    Work starts at 17:30 Moscow time

    During maintenance, calls will not be launched (incoming calls, outgoing calls, actions with a call task). All calls will be forcibly stopped. After the work is completed, all calls will be launched.

    We apologize for any inconvenience caused.

Nov 2024

Requests in GigaChat do not work
  • Resolved
    Resolved

    Decided.

    The "gigachat.ask" function for working with GigaChat is working. Now you can get an answer when you contact GigaChat

  • Investigating
    Investigating

    How it manifests itself: the "gigachat.ask" function for working with GigaChat does not work.

    Our specialists are already working on a solution.

Unscheduled maintenance
  • Update
    21st November 2024 at 11:10
    Completed
    21st November 2024 at 11:10

    The update was completed. The call service was back in operation at 14:03.

    We apologize for the inconvenience caused.

  • Completed
    21st November 2024 at 11:10
    Completed
    21st November 2024 at 11:10
    Maintenance has completed successfully
  • In progress
    21st November 2024 at 11:00
    In progress
    21st November 2024 at 11:00
    Maintenance is now in progress
  • Planned
    21st November 2024 at 11:00
    Planned
    21st November 2024 at 11:00

    Estimated work time: 10 minutes

    Work starts at 14:00 Moscow time

    During maintenance, calls will not be launched (incoming calls, outgoing calls, actions with a call task). All calls will be forcibly stopped. After the work is completed, all calls will be launched.

The telephone service is not working
  • Resolved
    Resolved

    Decided.
    Telephony is operating normally. Incoming and outgoing calls are working, calling tasks are being created, candidates are being added. There are no deviations.

  • Monitoring
    Monitoring

    The telephony service has been restored, service interruptions are possible - technical work is being carried out.

    We are monitoring the situation.

  • Investigating
    Investigating

    How it manifests itself: incoming and outgoing calls do not work, calling tasks are created with an error, candidates are not added/added with an error

    Our specialists are working on a solution.

Chat service and operator panel are not working
  • Resolved
    Resolved

    It's decided

    Chats and operator panel functionality has been fully restored.

  • Monitoring
    Monitoring

    Chats and operator panel operation partially restored. We are monitoring the service operation.

    We will inform you about changes.

  • Investigating
    Investigating

    We are observing incorrect operation of the chat services and operator panel.
    How it manifests itself: The bot may not respond in chats. The operator cannot access the operator's personal account.

    Our specialists are already working on a solution.

Calling tasks are not launched
  • Resolved
    Resolved

    Decided.

    After adding candidates for calling, the task start button appears. Calls can be started.

  • Monitoring
    Monitoring

    Functionality has been partially restored. Calls are in progress, outcalls can be started.

    We are monitoring the situation.

  • Investigating
    Investigating

    How it manifests itself: it is impossible to start a call task after adding a candidate. The start button does not appear.

    Our specialists are working on a solution.

Oct 2024

Incorrect operation of the platform
  • Resolved
    Resolved

    Decided.

    The personal account operates as usual.

  • Investigating
    Investigating

    How it manifests itself: the personal account or its individual tabs do not load. Calls do not go through. The bot may not answer calls and chats. Reports may not be generated.

    Our specialists are already working on resolving this issue.

Incorrect operation of NLU
  • Update
    Update

    The error has been localized and fixed. Agent training is fully available. All functionality has been restored.

    We apologize for the inconvenience caused.

  • Resolved
    Resolved

    Decided.

    At the moment, NLU is working in normal mode. The bot responds to messages in chats and calls when using NLU branches.

    Please do not train agents for now. We are monitoring the situation and will notify again that everything is ok and when agents can be trained again.

  • Investigating
    Investigating

    How it manifests itself: if the chats or calls use branches with NLU, the Bot may not respond or respond with a large delay. For this reason, calls may be dropped.

    Our specialists are already working on resolving this issue.

Incorrect operation of telephony
  • Resolved
    Resolved

    Decided.

    All services are operating normally.

  • Investigating
    Investigating

    How it manifests itself: the call assignment may not load details, candidates, calls. There is a slowdown in the telephony: candidates are added to the call longer than usual, calls start less often, call results come late.

    Our specialists are already working on resolving this issue.

The list of numbers is not loading
  • Resolved
    Resolved

    Decided.

    The list of numbers in the Voice bots - Settings - Number management tab is loading.

  • Investigating
    Investigating

    How it manifests itself: on the Voice bots - Settings - Number management tab (in the new personal account), the list of numbers (Caller ID) is not loaded.

    Our specialists are already working on a solution.

Incorrect operation of the personal account
  • Resolved
    Resolved

    Decided.

    The personal account operates in the normal mode. New companies and users have access to all tabs and the ability to create scripts/calls, etc.

  • Investigating
    Investigating

    How it manifests itself: after registering a personal account (as well as after registering a new user, administrator, operator), individual tabs of the personal account may not load, buttons/commands for creating scripts/calls/reports/agents, etc. may not work.

    Operators may not be able to open a personal account, and may also have problems sending messages to sessions or taking over sessions.

    This behavior is observed among newly registered users. Our specialists are already working on solving this issue.

Oct 2024 to Dec 2024

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