Experiencing partially degraded performance

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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

    The technical work was completed according to schedule on January 25 at 23:00 Moscow time.

    We apologize for the late notification and any inconvenience caused. We will check the operation of the automatic status panel and the correctness of notifications.

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

    Maintenance is now in progress

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

    Start of work: January 25 at 22:00 Moscow time.
    Estimated time for work: 1 hour.

    Work is planned on the platform.
    Telephony will not work.

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
  • Identified
    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

    We have updated the recognition system.

    Now recognition works according to the duration settings set in the Question block. That is, not only the time during which the Subscriber must start speaking is taken into account, but also pauses between words and the total duration of the session.

    You can read more about the parameters in the article "Recognition session duration"

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

    Work with the integration service has been completed.
    The new YCLIENTS integrations are working.

    If you have any difficulties with calls, notifications or BPL, try integrating again. You can find information on the "YCLIENTS Integration" page in the Twin user documentation.

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

    Work on updating the integration service has begun.

    We remind you:
    At this time, calls, mailings, receiving information from CRM, creating and editing records will not be available through YCLIENTS.

    Re-integration may be required after changes are made. You can find information on the "YCLIENTS Integration" page in the Twin user documentation.

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

    It is planned to update the integration with the YCLIENTS service.

    At this time, calls, mailings, receiving information from CRM, creating and editing records will not be available through YCLIENTS.

    Re-integration may be required after changes are made. You can find information on the "YCLIENTS Integration" page in the Twin user documentation.

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

    Please be advised that as of December 1, 2023, the old telephony section is no longer available.
    Reporting on old telephony calls is available for downloading and viewing. You can find it in the section "Telephony CIS" -> "Detailing" -> "Outgoing"

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

    Maintenance is now in progress

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

    Dear users, good afternoon!

    We notify you that from 01.12 we will stop supporting the old telephony section and disconnect it from the platform. The old service helped us out well, but today it has hit the ceiling of its development. Therefore, we carried out a complete update to a new, more promising and scalable architecture.
    All basic and secondary functionality has already been transferred to the new telephony, which allows you to switch to a new service today without waiting for the deadline.
    As of October 26, 6,594 companies switched to the new service, both independently and with our help. 274 still use the old telephony.

    Recognizing that all users have a different pace of work and engagement with our platform, we give everyone time to switch and test.

    If your calls work through the CIS Telephony section, you do not need to do anything additional and can ignore this message. You are already using the updated service and enjoying all its benefits!
    If you start calls through the "Telephony" section without the "CIS" prefix, you need to open a ticket with technical support, in the "New telephony CIS" section → "Connecting and setting up a new telephony (CIS)".
    The process of working with the platform remains the same, the logic of the process is also preserved.
    For your convenience, we have prepared a job description with a new telephony section: https://confluence.twin24.ai/x/PQB4Cg

    Happy translation!

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