Experiencing Partially Degraded Performance

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TWIN
100 % uptime
Apr 2023100% uptime
May 2023100% uptime
Jun 2023100% uptime

Notice history

Jun 2023

Technical work on updating the Authorization service
Scheduled for 13th June 2023 at 17:00 – 17:30 30 minutes
  • Planned
    13th June 2023 at 17:00

    06/13/2023 at 20:00 Moscow time
    Technical work is planned to update the Iam service.
    Estimated time of work - 10 minutes
    The maximum work time is 30 minutes.

    During the work will not work:

    • Authorization through iam;
    • The new user login will not work;
There is an unstable operation of chats and the operator panel
  • Investigating

    How it manifests itself:
    1 - Long time sending messages from the bot to chats
    2 - Unable to enter the operator panel

    We are analyzing possible causes.

There are problems when copying scripts
  • Investigating

    How it manifests itself:
    When copying a script, an empty script is loaded in the destination cabinet.
    There is no information about the new script in the Copy Scripts tab.

    What to do:
    We recommend to refrain from copying the situation will not be resolved

    We are doing our best to restore work.

Incorrect, slow operation of the service responsible for the balance and write-off of funds.
  • Investigating

    Addition:

    Call candidates also load very slowly.

  • Investigating

    There is an incorrect, slow operation of the service responsible for the balance and write-off of funds.

    What is manifested in:

    • charges for services are delayed
    • balance updates are delayed
    • blocking companies if the funds on the account run out occur with a long delay, so the company may go into negative
    • in new, just created companies, information about the balance sheet and its changes may not be loaded

    Note:

    • data on withdrawals and replenishments will not be lost

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

Bot service - Technical work to update the bot service
  • Planned
    7th June 2023 at 17:00

    06/07/2023 at 20:00 Moscow time
    Technical work is planned to update the bot service.
    Estimated time of work - 10 minutes
    The maximum work time is 30 minutes.

    During the work will not work:

    • Calls through cis;
    • Chats;
    • Script editor;
Whatsapp chats are not stable
  • Investigating

    Only WhatsApp affected

    How it manifests itself:
    1 - Long time sending messages from the bot to WhatsApp
    2 - Transitions to branches not according to the scenario are possible

    We are analyzing possible causes. The rest of the chat channels are working normally and are fully functional.

There are problems in the work of scripts \ chats
  • Resolved

    The platform has been restored, scripts and bots are working normally.

  • Resolved

    The platform has been restored, scripts and bots are working normally.

May 2023

Technical work to update the text notification service
  • Planned
    31st May 2023 at 17:00

    05/31/2023 at 20:00 Moscow time
    Technical work is planned to update the text notification service.
    Estimated time of work - 10 minutes
    The maximum work time is 30 minutes.

    During the work will not work:

    Sending notifications: sms, viber, whatsapp, push, vkontakte;
    Start and continue dialogs through the notification service;
    Notification service reporting;

There are problems in the work of the personal account.
  • Resolved

    The work of the office has been restored, calls have been started

  • Investigating

    There are problems in the work of the personal account.
    The tcl.twin24.ai page may not be available.
    All calls have been suspended.

    Our experts are working on resolving this issue.

Temporary problems with LC
  • Resolved

    The system is working normally, we apologize for the temporary inconvenience.

  • Investigating

    How does it reflect.
    When entering the Personal Account, there is no information and panels.

    In the operator panel, some of the customer data may no longer be displayed.

    Our specialists are already working on a solution to the current situation.

Bot and CIS database maintenance
  • Completed
    25th May 2023 at 05:51

    The work has been completed.
    All systems are working properly.

  • Planned
    22nd May 2023 at 15:00

    On Monday, May 22 at 20:00 Moscow time, scheduled work will be performed on the database of the CIS service and Bot.
    During the work, the specified services will not be available for a short time, the total duration of the work will not exceed 1 hour.

There are problems with the synthesis of variables during calls
Analytics database maintenance
  • Completed
    11th May 2023 at 17:42

    Work completed successfully

  • In progress
    11th May 2023 at 17:00

    We are starting work on database maintenance. For the duration of the work, we will be forced to stop the CIS service to process incoming calls

  • Planned
    11th May 2023 at 17:00

    On Thursday, May 11 at 20:00 Moscow time, work will be performed based on the analytics service; reports and chats using client identification will not be available for the duration of the work. Planned duration of work no more than 60 minutes

Unable to select action on incoming forwarding
  • Resolved

    It's decided.

    In the result block, you can now select the forwarding action for the incoming line. The list appears.

  • Investigating

    What happened:
    In the Result block, it is not possible to select the forwarding action for the incoming line. The dropdown list with redirect options does not appear.

    We have already found the cause of the error and are working on fixing it.

Dialogs not loading in chat sessions
  • Resolved

    Made corrections, dialogs are loaded again.

  • Investigating

    How it manifests itself:
    In the operator panel, in some chat sessions, presumably from 02.05 and earlier, dialogs may not be loaded. The chat session itself is present in the list, but there will be no dialogues inside it.
    Also, in the interface of the cabinet, in such sessions there will be no decoding of the dialogue and the cost of the dialogue will be endlessly loaded.

    We are already working on a fix

Technical work to update the chat service
  • Completed
    2nd May 2023 at 17:30

    Maintenance has completed successfully

  • In progress
    2nd May 2023 at 17:00

    Maintenance is now in progress

  • Planned
    2nd May 2023 at 17:00

    05/02/2023 at 22:00 Moscow time
    Technical work is planned to update the chat service, the estimated time of work is 1 hour.

No invoices were issued for April and no reports were generated
  • Resolved

    Accounts and reports for April are generated.

  • Identified

    What happened:
    For the month of April, no invoices were generated, because of this, reports were not generated.
    What to do:
    We are already working on fixing the situation. By May 4, invoices and reports will be generated.

Apr 2023

Update of the GlobalTelecom platform
  • Completed
    28th April 2023 at 20:00

    Update completed successfully

  • Planned
    28th April 2023 at 07:00

    On Thursday, 04/27/2023 at 22:00 a small update will be made in GT. The update will fix the problem with blacklisting IP addresses, speed up navigation through the system, and fix the display of analysis of the use of the voice menu.
    Possible service unavailability time - up to 10 minutes.

Scheduled calling tasks do not start
  • Resolved

    Calling tasks are launched normally.
    If you have not woken up the task, you need to restart it. To do this, you need to pause the task and run it.

  • Investigating

    What's happened:
    Some calling tasks may not start at the time specified in the task settings, the "Call time limiter" field.

    What to do:
    It is advisable to start calling tasks manually, without using the time limiter in the settings.

    We are already working on a fix for this behavior.

Telephony Service Update
  • Completed
    26th April 2023 at 23:12

    Work completed successfully

  • Update
    26th April 2023 at 19:02

    We are starting work on updating the platform

  • Planned
    26th April 2023 at 19:01

    On Wednesday, 04/26/2023 from 22:00 Moscow time, a major update of the CIS service will be carried out, which in the future will allow you to switch to a new version of the bot and use BPL in outgoing calls. The planned time of work is no more than 5 hours, during which unstable operation of incoming calls, calls with direct integration to CIS and personal account is possible.

    PS: If you want to be one of the first to try the new version of the bot on outgoing calls, contact technical support to provide early access

Hybrid synthesis failure
Chats are slow
  • Resolved

    It's decided.

    Chat messages arrive without delay.

  • Investigating

    How it manifests itself:
    Messages in chats from the bot arrive with a delay

    We are already working on a fix.

Inactive "Save" button after copying or restoring a scenario.
  • Resolved

    We made corrections, after copying the fields "Select an emotion" and "Select speed (tempo)" remain filled, there are no problems with saving.

  • Identified

    When restoring a snapshot to a new scenario, the fields in the main block "Select emotion" and "Select speed (tempo)" are not filled. Because of this, the "Save" button becomes inactive.
    What to do:
    After copying or restoring the scenario, you need to check the fields "Select emotion" and "Select speed (tempo)", if they are not filled, then you need to fill them.

    We have already set the task of correcting this behavior.

  • Resolved

    It's decided.

    When copying or restoring a script from a snapshot, the "Select an emotion" and "Select a speed (tempo)" fields are also transferred. The script is saved.

  • Identified

    How it manifests itself:
    When copying or restoring a scenario from a snapshot, the fields in the main block "Select emotion" and "Select speed (tempo)" are not filled. Because of this, the "Save" button becomes inactive.
    What to do:
    After copying or restoring the scenario, you need to check the above fields and fill them in if necessary.

    We have already set the task of correcting this behavior.

There are problems in the work of telecom operators
  • Resolved

    The work of telecom operators has been restored.

  • Identified

    How it manifests itself: In calling tasks, most calls in the status "No answer" and / or "Phone line is overloaded"

    We are already solving the problems that have arisen.

Synthesis failure Anastasia
  • Investigating

    How it manifests itself:

    • Variables may not be pronounced
    • Some phrases may not be spoken
      What to do:
      Do not run large calls using this synthesis. Also, synthesis may not work on the incoming line.
      It is advisable to temporarily refrain from using the Anastasia synthesis.

    We are already working on fixing this issue.

Incorrect work of the personal account and operator panel
  • Resolved

    The work of the personal account and the operator panel has been restored.

  • Identified

    Personal account and operator panel can take a long time to load. On the authorization page, after entering the login and password, there may be no input.

    We are already working on a solution.

Temporarily unavailable GlobalTelecom
  • Resolved

    The work of GlobalTelecom has been restored.

  • Investigating

    Temporary failure of the GlobalTelecom service. The service is currently unavailable.

    We are doing our best to restore work.

Apr 2023 to Jun 2023