TWIN - Notice history

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Notice history

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.

Sep 2024

The bot is not working correctly
  • Resolved
    Resolved

    Decided.

    The bot is operating normally.

  • Identified
    Identified
    Since 11:30 (Moscow time) there have been interruptions in the bot's operation. The bot may not connect to calls.

Our specialists are working on resolving this issue.
The bot did not connect to calls
  • Resolved
    Resolved

    From 14:00 to 15:00 (Moscow time) the bot could not connect to calls

    At the moment the service is working normally

    We apologize for the inconvenience caused.

The system entity human-name does not work
  • Resolved
    Resolved

    Decided.

    In the script editor, calls and chats, the human-name entity works. It is necessary to train the agent and re-save the script, then the Bot will be able to determine the human-name entity.

  • Identified
    Identified

    At the moment, the human-name system entity does not work in the script editor, calls and chats. Our specialists are already working on a solution.

    We apologize for the inconvenience caused.

The telephone does not work
  • Resolved
    Resolved

    Решено.

    Телефония работает в прежнем режиме.

  • Investigating
    Investigating

    How it manifests itself: The voice bots section does not load. Outgoing and incoming calls do not work.

    Our specialists are working on resolving this issue.

There is an incorrect operation of the telephone
  • Resolved
    Resolved

    Решено.

  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    Investigating

    We see slowdowns and deterioration in the work of the outgoing calls service. In order to avoid errors in the work of your bots, we have decided to stop all calls.

    The functionality of direct integration of external dialers with the bot is not affected in any way and continues to work correctly.

    We apologize for the inconvenience caused and the whole team is working to improve the functionality of the service.

    We will inform you about the decision.

Sep 2024 to Nov 2024

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