TWIN - Notice history

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Notice history

Jan 2024

Calling tasks with synchronization error.
  • Resolved
    Resolved

    It's decided.
    We inform you that an unexpected incident occurred at night. We fix the start at 23:21 Moscow time. It was expressed in incorrect operation of calls/calling tasks, namely:

    • synchronization errors when working with calling tasks
    • the status of the call or candidate did not change
    • drops were observed in some calls
    • calls did not start in calling tasks

    At the moment it has been successfully resolved. All systems are restored
    We apologize for any inconvenience and thank you for your understanding and patience.

  • Investigating
    Investigating

    How it manifests itself: when adding a call task via SRM, a synchronization error may appear. An error may also appear when adding candidates and changing the call status.

    Our specialists are already working on this issue.

Intents and entities are not loaded in the agents of the new LC.
  • Resolved
    Resolved

    It's decided.
    The intentions and Essences of the agents of the new office are loaded.

  • Investigating
    Investigating

    How it manifests itself: in the new agent’s personal account, the Intents and Entities tabs are loaded with the inscription “Data was not loaded”

    Our specialists are already working on a solution.

Technical work on the platform.
  • Completed
    30th January 2024 at 04:13
    Completed
    30th January 2024 at 04:13

    Тех.работы были завершены по графику 25 января в 23:00 по МСК.

    Приносим свои извинения за позднее уведомление и причиненные неудобства. Мы проверим работу автоматики статус-панели и корректность уведомлений.

  • In progress
    25th January 2024 at 19:00
    In progress
    25th January 2024 at 19:00

    Сейчас идет техническое обслуживание

  • Planned
    25th January 2024 at 19:00
    Planned
    25th January 2024 at 19:00

    Начало работ: 25 января в 22:00 по МСК.
    Ориентировочное время проведения работ: 1 час.

    Планируются работы на платформе.
    Телефония работать не будет.

The tabs in the old account have disappeared.
  • Resolved
    Resolved

    It's decided.
    The tabs in the old personal account are back and working.

  • Investigating
    Investigating

    How it manifests itself: the tabs (panel on the left) in the old personal account have disappeared.

    Our specialists are already working on a solution.

Incorrect balance display.
  • Resolved
    Resolved

    It's decided.

    Companies now correctly display:

    • debiting funds from balance
    • replenishment of balance
    • change of credit limit
  • Update
    Update

    Incident update:
    The new personal account does not display the credit limit correctly. Instead of the amount, you can write “not a number”.
    The number itself may be displayed differently than before - 0 instead of the credit limit or another number.

  • Identified
    Identified

    Incident update.
    Another manifestation:
    The credit limit in the personal account (old and new) may not change.

  • Investigating
    Investigating

    We observe an incorrect display of the balance in the personal account (old and new).

    How it manifests itself: deposits and withdrawals from company balances may not be displayed or may be displayed with a long delay.

    What can happen: If the company’s balance is now positive, then some time after the call (just an example), the amount for all calls of this call may be debited at the same time. There is a risk of the balance going into negative territory.

    Our specialists are working to resolve this issue.

Dec 2023

We are seeing a slowdown in the Twin platform.
  • Resolved
    Resolved

    It's decided.
    All Twin services are operating as normal. No slowdowns were detected.

  • Investigating
    Investigating

    How it manifests itself: scripts may not be opened/loaded, the operator’s office or LC Twin may not be opened/loaded, individual tabs may not be loaded.

    Our specialists are already working on a solution.

Changing the operation of the recognition system.
  • Completed
    26th December 2023 at 05:34
    Completed
    26th December 2023 at 05:34

    Мы провели обновление системы распознавания.

    Сейчас распознавание работает согласно настройкам длительности, выставленным в блоке Вопрос. То есть учитывается не только время, за которое Абонент должен начать говорить, но и паузы между словами и общая длительность сессии.

    Подробнее о параметрах Вы можете прочитать в статье "Длительность сеанса распознавания"

Integration service update.
  • Completed
    26th December 2023 at 09:45
    Completed
    26th December 2023 at 09:45

    Работы с сервисом интеграций завершены.
    Новые интеграции YCLIENTS работают.

    Если у Вас возникнут какие-то затруднения с обзвонами, уведомлениями или BPL - попробуйте провести интеграцию повторно. Информацию Вы можете найти на странице "Интеграция YCLIENTS" в документации пользователя Twin.

  • In progress
    26th December 2023 at 05:08
    In progress
    26th December 2023 at 05:08

    Работы по обновлению сервиса интеграций начались.

    Напоминаем:
    В это время через YCLIENTS будут недоступны обзвоны, рассылки, получение информации из CRM, создание и редактирование записей.

    После внесения изменений может потребоваться повторная интеграция. Информацию Вы можете найти на странице "Интеграция YCLIENTS" в документации пользователя Twin.

  • Planned
    26th December 2023 at 05:00
    Planned
    26th December 2023 at 05:00

    Планируется обновление интеграции с сервисом YCLIENTS.

    В это время через YCLIENTS будут недоступны обзвоны, рассылки, получение информации из CRM, создание и редактирование записей.

    После внесения изменений может потребоваться повторная интеграция. Информацию Вы можете найти на странице "Интеграция YCLIENTS" в документации пользователя Twin.

There is a slowdown in chat service.
  • Resolved
    Resolved

    It's decided.
    The chat service is operating as normal. Messages from the Bot arrive quickly. The sessions are loaded in the operator panel. When refreshing the page too.

  • Identified
    Identified

    Chats are experiencing slowdowns.

    How it manifests itself: the bot may respond more slowly/take longer to process a response from the user; sessions may arrive in the operator panel with a delay; in the operator panel, after refreshing the page, the list of sessions takes longer to load than usual.

  • Resolved
    Resolved

    It's decided.
    The chat service is operating as normal. Messages from the Bot arrive quickly. The sessions are loaded in the operator panel. When refreshing the page too.

  • Investigating
    Investigating

    How it manifests itself: the bot may respond more slowly/take longer to process a response from the user; sessions may arrive in the operator panel with a delay; in the operator panel, after refreshing the page, the list of sessions takes longer to load than usual.

    Our specialists are already working on a solution.

Slowdown of CIS telephony operation.
  • Resolved
    Resolved

    How it manifested itself: we observed a slowdown in the operation of calls from approximately 06:20 to 07:10 Moscow time. Candidates were stuck in processing, calls were practically not initiated.

    At the moment, telephony is working normally. Calls are started, candidates are receiving calls.

Nov 2023

End of support for the old telephony section.
  • Completed
    1st December 2023 at 05:50
    Completed
    1st December 2023 at 05:50

    Уведомляем, что с 1 декабря 2023 старый раздел телефонии более не доступен.
    Отчетность по звонкам старой телефонии доступна для выгрузки и просмотра. Найти ее вы можете в разделе "Телефония CIS" -> "Детализация" -> "Исходящие"

  • In progress
    30th November 2023 at 19:00
    In progress
    30th November 2023 at 19:00

    Сейчас идет техническое обслуживание

  • Planned
    30th November 2023 at 19:00
    Planned
    30th November 2023 at 19:00

    Уважаемые пользователи, добрый день!
     
    Уведомляем вас о том, что с 01.12 мы прекращаем поддержку старого раздела телефонии и отключаем его от платформы. Старый сервис хорошо нас с вами выручал, но на сегодня уперся в потолок своего развития. Поэтому нами было проведено его полное обновление на новую, более перспективную и масштабируемую архитектуру.
    Весь базовый и вторичный функционал уже перенесен в новую телефонию, что позволяет вам перейти на новый сервис сегодня, не дожидаясь крайней даты.
    На 26.10 как самостоятельно, так и с нашей помощью на новый сервис перешло 6 594 компаний. 274 еще используют старую телефонию.
     
    Понимая, что у всех пользователей разный темп работы и вовлеченность в нашу платформу, мы даем всем время на переключение и проверки.
     
    Если ваши обзвоны работают через раздел «Телефония CIS», вам ничего не нужно делать дополнительно, и вы можете проигнорировать это сообщение. Вы уже используете обновленный сервис и пользуетесь всеми его преимуществами!
    Если звонки запускаются вами через раздел "Телефония" без приписки «CIS», вам нужно завести тикет в техническую поддержку, в раздел «Новая телефония CIS» → «Подключение и настройка новой телефонии (CIS)».
    Сам процесс работы с платформой остается прежним, логика процесса также сохраняется.
    Для вашего удобства подготовили описание работы новым разделом телефонии: https://confluence.twin24.ai/x/PQB4Cg
     
    Удачного перевода!

Incorrect operation of CIS telephony is observed.
  • Resolved
    Resolved

    It's decided. CIS telephony is working. Actions with calls and candidates are carried out. The calls are coming.

  • Investigating
    Investigating

    How it manifests itself: incoming and outgoing CIS telephony calls do not work, it is impossible to perform actions with candidates in calls, it is impossible to perform actions with calling tasks.

    Our specialists are already working on this issue.

There is no widget in your personal account
  • Resolved
    Resolved

    It's decided.
    The personal account widget works.

  • Investigating
    Investigating

    We observe incorrect operation of the personal account, namely the personal account widget.

    How it manifests itself: there is no widget in your personal account.

    Our specialists are already working on resolving this issue.

Error saving script
  • Resolved
    Resolved

    It's decided.
    When changing the block type in the script and clicking "Save", the error no longer appears.

  • Investigating
    Investigating

    We observe an error when changing the block type in the script.

    How it manifests itself: when changing the block type in the script and clicking “Save,” an error appears. Changes to the script will not be applied.

    What you can do now: do not change the block type in the script, but immediately create a block of the desired type.

    Our specialists are already working on resolving this issue.

There is a slowdown in telephony performance.
  • Resolved
    Resolved

    It's decided.
    Now the calls are working, calls are coming through, we don’t see any status freezes.

  • Investigating
    Investigating

    There is a slowdown in telephony performance.

    How it manifests itself: calling tasks work, but the calls are stuck in one status and do not reach the subscriber. Call statuses do not change.

    Within 15-20 minutes of the task, the calls in the tasks will start ringing if the task is started.

    We apologize for the inconvenience caused.

Nov 2023 to Jan 2024

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