TWIN - Notice history

Редактор сценариев experiencing degraded performance

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Notice history

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.

Aug 2024

Incorrect operation observed
  • Resolved
    Resolved

    Decided.

    The bot answers outgoing and incoming calls in normal mode.

  • Investigating
    Investigating
    How it manifests itself: What to do: Our specialists are already working on a solution.
Integration with VKontakte does not work
  • Resolved
    Resolved

    Decided.

    Integration with VKontakte works normally: new sessions are created, the bot responds to user messages.

  • Investigating
    Investigating

    How it manifests itself: new sessions are not created, the bot does not respond to user messages.

    Our specialists are already working on a solution.

Chats are not working
  • Resolved
    Resolved

    Decided.

    The chat service is back up and running. The bot responds to messages and new conversations begin.

  • Investigating
    Investigating

    How it manifests itself: the bot in the chat may not respond to messages or may take a long time to respond, the dialogue in the chat may not start.

    Our specialists are already working on resolving this issue.

Error in the operator panel.
  • Resolved
    Resolved

    Decided.

    The operator's office is working normally. The pop-up window with the error no longer appears.

  • Investigating
    Investigating

    How it manifests itself: when entering the operator's office, a pop-up window appears with the text "Insufficient rights!" Because of this, it is impossible to open sessions in the operator panel.

    Our specialists are already working on the growth.

The telephone does not work
  • Resolved
    Resolved

    Decided.

    The problem was fixed at 17:15 Moscow time.

    The platform operates normally. The old and new personal accounts are working. Outgoing and incoming telephony is working.

  • Investigating
    Investigating

    How it manifests itself: Calling tasks are not created. The list of tasks is not loaded in the section with calling tasks. Outgoing and incoming telephony does not work.

    Our specialists are working on resolving this issue.

Jul 2024

Preventative work in telephony service
  • Completed
    30th July 2024 at 20:00
    Completed
    30th July 2024 at 20:00
    Maintenance has completed successfully
  • In progress
    30th July 2024 at 19:00
    In progress
    30th July 2024 at 19:00
    Maintenance is now in progress
  • Planned
    30th July 2024 at 19:00
    Planned
    30th July 2024 at 19:00

    On July 30, 2024, preventive maintenance work is planned for the telephony service.


    Start time of work: 22:00 Moscow time

    Estimated duration of work: 1 hour.

    During maintenance work, unstable operation of the platform will be observed.

    Namely: telephony will not work (incoming calls, outgoing calls, actions with a call task)

The bot does not identify entities.
  • Resolved
    Resolved

    It's decided.

    Now the Bot identifies entities specified in branches with the NLU data type.

  • Investigating
    Investigating

    How it manifests itself: the bot may not identify entities. specified in the branch with the NLU data type. Entities will be determined in the Agent itself, but at the time of dialogue the Bot may not determine them.

    Our specialists are already working on resolving this issue.

Preventative work in telephony service
  • Planned
    23rd July 2024 at 19:00
    Planned
    23rd July 2024 at 19:00

    On July 23, 2024, preventive maintenance work is planned for the telephony service.


    Start time of work: 21:00 Moscow time

    Estimated duration of work: 1 hour.

    During maintenance work, unstable operation of the platform will be observed.

    Namely: telephony will not work (incoming calls, outgoing calls, actions with a call task).

  • Completed
    23rd July 2024 at 13:24
    Completed
    23rd July 2024 at 13:24

    Preventative work in the telephony service on July 23, 2024 has been cancelled.

    Work will be scheduled for another time/date.

Candidates for calling are not loaded
  • Resolved
    Resolved

    It's decided.

    At the moment, there is no long loading of candidates for the calling task.

  • Investigating
    Investigating

    How it manifests itself: candidates are not loaded into the calling task; they are loaded very slowly.

    Our specialists are working to resolve this issue.

Integrations don't work
  • Resolved
    Resolved

    It's decided.

    We no longer see crashes in messengers (Telegram, WhatsApp, Instagram, etc.). The bot starts conversations and responds to messages.

  • Investigating
    Investigating

    How it manifests itself: chats integrated into instant messengers (Telegram, WhatsApp, Instagram, etc.) may not work, the bot does not respond to messages, and the dialogue does not start.

    Our specialists are already working on a solution.

Jul 2024 to Sep 2024

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