TWIN - Notice history

Редактор сценариев experiencing degraded performance

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Notice history

Sep 2023

Short-term interruptions in the bot's operation.
  • Resolved
    Resolved

    At 11.10-11.15 Moscow time and at 12.30-12.35 Moscow time there were short-term interruptions in the bot's operation.

    Preventative maintenance has been carried out and the system is operating normally.

  • Investigating
    Investigating

    At 11.10-11.15 Moscow time and at 12.30-12.35 Moscow time there were short-term interruptions in the bot's operation.

Invoices on the platform are not generated correctly.
  • Resolved
    Resolved

    It's decided.

    Details are now included in invoices.

  • Investigating
    Investigating

    Invoices on the platform are not generated correctly.

    How it manifests itself: there are no details in the invoices, there may be dashes and empty lines.

    Our specialists are already working on resolving this issue.

There are problems in the operation of NLU.
  • Resolved
    Resolved

    It's decided.

    Based on the results of testing, we found out that agents with foreign access points are trained and working.

  • Update
    Update

    The behavior is currently preserved for agents with languages: Azerbaijani, Tajik and Uzbek.
    We remind you that in agents with these languages the following is observed:

    • error when training agents
    • very long training
    • The bot may not recognize the intent if it uses such an agent and will go to the default branch
  • Identified
    Identified

    Update on NLU performance issue.

    The behavior is preserved in Agents using the Tajik language.
    Errors are not observed in Agents with other languages.

    Our specialists continue to work on a solution.

  • Investigating
    Investigating

    There may be interruptions when the bot accesses NLU.

    How it manifests itself:

    • An error may appear when teaching NLU.
    • When a bot accesses NLU, the bot does not recognize the intent and sends it to the “default branch” or by keywords.

    We are already working on resolving this issue.

Incorrect operation of your personal account.
  • Resolved
    Resolved

    It's decided.

    Currently, transactions between the reseller and the subordinate companies are going well. You can view users in subordinate companies and set tariffs.

  • Investigating
    Investigating

    We are observing incorrect operation of your personal account. There may be difficulties in dealings between the reseller and its subordinate companies.

    How it manifests itself: in subordinate companies (on behalf of the reseller), tariffs may not be edited and users may not be created.

    We are already working on resolving this issue.

Incorrect operation of telephony in Bitrix24 and amoCRM.
  • Resolved
    Resolved

    It's decided.

    Calls now proceed as specified in the settings.
    Telephony is working normally.

  • Update
    Update

    During the decision process, changes may occur in your personal account.
    Telephony and Telephony CIS sections may appear and disappear.

    This is normal behavior when making changes to current functionality.

  • Investigating
    Investigating

    When updating the application for Bitrix24 and amoCRM, the telephony settings became desynchronized.

    As it manifests itself: the application is now trying to make calls through a new telephony system that has no settings.
    Calls through Bitrix24 and amoCRM may be returned with an error and may not go through.

    Our specialists are already working on resolving this issue.

Aug 2023

there are problems downloading the CIS record
  • Resolved
    Resolved

    It's decided.

    Audio recordings, as before, are downloaded in mp3 format.

  • Investigating
    Investigating

    How it appears: When downloading a record from a CIS player, the record is downloaded in html format

    Affected: All users using CIS telephony

    What to do:
    1 - The record can still be downloaded from the report
    2 - In the downloaded file, rename the html format to mp3

There are operational problems
  • Resolved
    Resolved

    Incorrect work with calls on the platform was observed.

    How it appeared:
    Calls were not launched, candidates for calls were not loaded, phrases were not synthesized / played.

    The bug has been fixed and the platform is now working normally.

Incorrect work of the personal account is observed.
  • Resolved
    Resolved

    It's decided.

    Personal account is available, loading.

  • Investigating
    Investigating

    Incorrect work of the personal account is observed.

    How it manifests itself:
    Personal account may not open, it takes a long time to load.

    Our experts are already working on a solution.

There are problems with the registration of new cabinets on the platform.
  • Resolved
    Resolved

    It's decided.

    A message with a confirmation code arrives in WhatsApp or as an SMS.

  • Investigating
    Investigating

    There are problems with the registration of new cabinets on the platform.
    When registering a new account, you may not receive SMS with a confirmation code.

    Our specialists are already working on a solution to this issue.

Incorrect work of the personal account is observed.
  • Resolved
    Resolved

    It's decided.

    Personal account and operator panel are available.

  • Investigating
    Investigating

    Incorrect work of the personal account is observed.

    How it manifests itself:
    Personal account Twin, the operator panel does not open / do not load.

    Our specialists are already working on this issue.

Jul 2023

Suspension of chats and calls on the platform 28/07/2023 21:00
  • Completed
    28th July 2023 at 18:30
    Completed
    28th July 2023 at 18:30

    Maintenance has completed successfully

  • In progress
    28th July 2023 at 18:00
    In progress
    28th July 2023 at 18:00

    Maintenance is now in progress

  • Planned
    28th July 2023 at 18:00
    Planned
    28th July 2023 at 18:00

    We have planned a hardware upgrade of the platform, which, unfortunately, will lead to a temporary shutdown of the new telephony and chat services. The start time of work is 21:00 Moscow time. Shutdown time is about 30 minutes. We apologize for the temporary inconvenience.

Long work is observed when creating calls and copying scripts
  • Resolved
    Resolved

    The personal account works stably.
    Copying and loading of candidates works correctly.

    Systems are operating normally.

  • Investigating
    Investigating

    There may be problems with copying scripts (an empty script is copied), loading candidates for a call job

    Affected all TWIN users.

    We are doing our best to restore work.

Billing service - Technical work on updating the Billing service
  • Completed
    27th July 2023 at 17:30
    Completed
    27th July 2023 at 17:30

    Maintenance has completed successfully.

  • Planned
    27th July 2023 at 17:00
    Planned
    27th July 2023 at 17:00

    07/27/2023 at 20:00 Moscow time
    Technical work is planned to update the Billing service.
    Estimated time of work - 15 minutes
    The maximum work time is 30 minutes.

    During the work will be partially out of work:

    • Displaying the current balance of the company will work with a delay;
    • No invoices will be issued;
LinkShortener and Internal Notifications Service - Technical work to update the Short Links and Internal Notifications service
  • Completed
    20th July 2023 at 17:30
    Completed
    20th July 2023 at 17:30

    Maintenance has completed successfully

  • In progress
    20th July 2023 at 17:00
    In progress
    20th July 2023 at 17:00

    Maintenance is now in progress

  • Planned
    20th July 2023 at 17:00
    Planned
    20th July 2023 at 17:00

    20.07.2023 at 20:00 Moscow time
    Technical work is planned to update the LinkShortener service and Internal Notifications.
    Estimated time of work - 20 minutes
    The maximum work time is 40 minutes.

    During the work will be partially out of work:

    • Sending notifications with short links;
    • Sending notifications to email companies and users;
Unstable work of personal account
  • Resolved
    Resolved

    The personal account works stably.
    Copying and loading of candidates in the old telephony works correctly.

  • Monitoring
    Monitoring

    The personal account works stably.
    Copying and loading of candidates in the old telephony works correctly.

  • Investigating
    Investigating

    There may be problems with copying scripts (an empty script is copied), loading candidates in the old telephony

    Affected all TWIN users.

    We are doing our best to restore work.

Jul 2023 to Sep 2023

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