TWIN - Notice history

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Notice history

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Apr 2023

APR28
Update of the GlobalTelecom platform
CompletedMaintenance13 hours
  • Completed
    28th April 2023 at 20:00UTC
    Completed
    28th April 2023 at 20:00UTC

    Update completed successfully

  • Planned
    28th April 2023 at 07:00UTC
    Planned
    28th April 2023 at 07:00UTC

    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
ResolvedDegraded performance18 hours 23 minutes
  • Resolved
    UTC
    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
    UTC
    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.

APR27
Telephony Service Update
CompletedMaintenance
  • Completed
    26th April 2023 at 23:12UTC
    Completed
    26th April 2023 at 23:12UTC

    Work completed successfully

  • Update
    26th April 2023 at 19:02UTC
    Update
    26th April 2023 at 19:02UTC

    We are starting work on updating the platform

  • Planned
    26th April 2023 at 19:01UTC
    Planned
    26th April 2023 at 19:01UTC

    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
ResolvedDegraded performance7 hours 3 minutes
  • Resolved
    UTC
    Resolved

    Hybrid fusion has been restored.

  • Identified
    UTC
    Identified

    Fixed incorrect operation of hybrid synthesis.

    How it appears:
    Scripts using hybrid synthesis will be silent on variables.
    Recommended do not launch calls using hybrid synthesis until the situation is resolved.

    Follow our updates at https://status.twin24.ai/

  • Investigating
    UTC
    Investigating

    Fixed incorrect operation of hybrid synthesis.

    We are already working on fixing this issue.

Chats are slow
ResolvedDegraded performance39 minutes
  • Resolved
    UTC
    Resolved

    It's decided.

    Chat messages arrive without delay.

  • Investigating
    UTC
    Investigating

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

    We are already working on a fix.

Mar 2023

MAR30
Call system maintenance
CompletedMaintenance25 hours 27 minutes
  • Completed
    31st March 2023 at 12:00UTC
    Completed
    31st March 2023 at 12:00UTC

    Telephony system maintenance work was successfully completed on March 30 at 17:00 Moscow time

  • In progress
    30th March 2023 at 10:33UTC
    In progress
    30th March 2023 at 10:33UTC

    We are carrying out technical work, calls will be stopped for 20 minutes.

BrandVoice (Hybrid Synthesis) failure on the incoming line
ResolvedDegraded performance93 hours 25 minutes
  • Resolved
    UTC
    Resolved

    Hybrid synthesis operation on the incoming line has been restored.

  • Investigating
    UTC
    Investigating

    How it manifests itself:

    • Bot is silent in blocks with hybrid synthesis

    We are already working on a fix.

Temporary stop of all calls
ResolvedMajor outage2 hours 31 minutes
  • Resolved
    UTC
    Resolved

    The calls have been started, the work of the outgoing line has been restored.

    We apologize for the temporary inconvenience.

  • Identified
    UTC
    Identified

    The outgoing line is currently suspended.

    We are already working on restoring the service.

Bot looping with BPL timers
ResolvedDegraded performance2155 hours 24 minutes
  • Resolved
    UTC
    Resolved

    It's decided.

    BPL function with timers now takes into account the limit on the number of cycles in the script.

  • Investigating
    UTC
    Investigating

    The BPL function with timers does not take into account the limit on the number of cycles in the start block.
    If a block with a BPL timer teleports to the same block, then this can cause a loop in the chat session, the bot will endlessly send messages (even when the active chat tab is closed or the bot is blocked in the messenger).
    This can lead to unwanted write-offs.

    We are actively working on a fix.

Outgoing line failure
ResolvedMajor outage5 hours 35 minutes
  • Resolved
    UTC
    Resolved

    The outgoing line has been restored.

    In the call of the bot is heard, the bot also hears the person. Call records are available.

  • Investigating
    UTC
    Investigating

    How it manifests itself:

    • during a call, there may be silence in the handset
    • there may be no call recording
    • the bot may not hear the person.

    We recommend that you temporarily stop calling.
    We are actively working to restore the outgoing line.

Feb 2023

Bulk close chat sessions
Resolved285 hours 13 minutes
  • Resolved
    UTC
    Resolved

    One of our edits did not behave as we planned, and automatically closed all chat sessions that were in the help status and had a session lifetime of more than a week. Closing sessions were observed on 16.02, but there may be examples for 15.02 and 14.02.

    Closings were one-time, new sessions with a lifetime longer than a week are not subject to this error.

    Once again, we apologize for the inconvenience caused and ask you to consider in the work.

  • Monitoring
    UTC
    Monitoring

    One of our edits did not behave as we planned, and automatically closed all chat sessions that were in the help status and had a session lifetime of more than a week.
    The most massive closure of sessions was observed on 16.02, but there may be examples for 15.02 and 14.02.

    Closings were one-time, new sessions with a lifetime longer than a week are not subject to this error.

    We apologize for the inconvenience caused and ask you to consider in the work.

Outgoing calls are temporarily unavailable
ResolvedPartial outage1 hour 22 minutes
  • Resolved
    UTC
    Resolved

    We fixed outgoing calls. Have a nice day😊

  • Investigating
    UTC
    Investigating

    The call service is temporarily unavailable. We are already solving this problem, we are doing everything possible to restore work as quickly as possible.

Slow office work
Resolved26 hours 12 minutes
  • Resolved
    UTC
    Resolved

    The correct work of the personal account and the script editor has been restored.

  • Investigating
    UTC
    Investigating

    It can take a long time to load a personal account and also a long switch between menu items in a personal account and in the script editor.

Slow work of personal account
ResolvedPartial outage15 hours 19 minutes
  • Resolved
    UTC
    Resolved

    The correct operation of the personal account has been restored.

  • Identified
    UTC
    Identified

    Perhaps a long loading of pages and a slow transition between sections of your personal account.

Chat service not working properly
ResolvedPartial outage3 hours 20 minutes
  • Resolved
    UTC
    Resolved

    Experts have found a solution.
    The system is operating normally.

  • Investigating
    UTC
    Investigating

    Chats, widget, operator panel do not work.
    Our specialists are engaged in the analysis and solution of the situation.

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Feb 2023 to Apr 2023

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