This incident has been resolved. Thank you for your patience while we addressed this issue.
Posted May 23, 2025 - 14:57 CDT
Monitoring
The primary cause of the Contact Connect agent login issue has been resolved. Agents should now be able to access the platform without issue.
However, as a result of the incident, there may be unintended residual impact to agent queue assignments. If any agents appear to be experiencing issues, we recommend reviewing their configuration settings.
If additional support is needed, please don’t hesitate to reach out to our team at support@callpotential.com - we’re happy to help.
Posted May 22, 2025 - 17:07 CDT
Identified
We've identified the issue affecting Contact Center inbound and outbound calls and are actively working on a fix. We'll provide another update as soon as we have more details or when the fix is implemented. Thank you for your patience.
Posted May 22, 2025 - 15:34 CDT
Update
We are continuing to investigate this issue and have found that, in some cases, agent's queue assignments have been removed from their profile causing calls to not be properly presented to them.
We’re currently investigating an issue that is preventing some agents from taking or placing calls. We are working to identify the cause and will share updates as they become available.
Posted May 22, 2025 - 11:40 CDT
This incident affected: Contact Center (Contact Center V2).