CircleLoop Status

Resolved Degraded service, inbound calls to mobile numbers & SMS

We have been notified by Three (one of our mobile number suppliers) of a network issue that is impacting inbound calls & inbound & outbound SMS to CircleLoop customers who hold Three mobile numbers. They are currently working to restore service as a priority. Outbound calls are not affected in any way.

Resolved Issue loading activity feed in the CircleLoop apps

We are currently investigating this issue.

Resolved Inbound calls to UK national/geographic numbers failing, outbound calls not connecting

We are aware of an issue with one of our telephony partners affecting the majority of calls. We are investigating as a priority.

Resolved High incidence of calls to SNOM devices not ringing

We are currently investigating reports of inbound calls not ringing on certain SNOM desk phones.

Resolved CircleLoop Calling on Android

Due to continuing feature issues on Android devices we have taken the decision to temporarily remove the ability to make calls from our Android application as of the 8th January 2020. In the short term our Android engineers are now focussing their efforts on a new version of the Android app with a more stable calling experience - this means we won’t be committing time to addressing known issues in the current app version. If you're an existing customer and would like to continue to use the dialler within your Android application we can re-enable this on a case by case basis. If you choose to do this, you will continue to receive updates to your Android application but the dialler functionality is offered on a non-supported basis, this means that if you experience issues as per this status update you will continue to experience these until we have solved our ongoing issues. A full overview of the reasons is given below as well as an FAQ feature explaining how you can continue to use CircleLoop.   CircleLoop have offered an Android application to our users since 2017. Android 10 is the tenth major release and the 17th version of the Android mobile operating system. It was released on September 3, 2019. Since this release we have experienced a high volume of customer issues with the operating system specifically around areas such as;  Call Queuing  - issues may occur if a SIM call comes in while a CircleLoop call is in progress. Ringtones - a change to the way ringtones are selected in Android 10 has resulted in a number of issues. These include now having to choose separate ringtones for queued calls, incoming calls, SMS. Permissions Due to the nature of how various manufacturers 'wrap' Android with their own software, users may have to enable/disable specific settings to give CircleLoop the relevant permissions it needs Multiple Device Manufacturers - The number of device manufacturers on Android (including HTC, Huawei, Samsung, Sony, OnePlus and many others) is growing quickly, this means that devices are not uniform on how they handle third party applications such as CircleLoop, our team require a period of time to understand all these devices better and to enable CircleLoop to perform on each of the to our satisfaction. Frequently Asked Questions Can I continue to use CircleLoop if I am an Android user? In short Yes. Our application is available to be used via your desktop device (which is the format we recommend). You can still use your android application to view settings and call history and you can set up a call forwarding to ensure that you can still answer calls to your CircleLoop number on your Android device. Can I make outbound calls via CircleLoop on my Android device? No. The dial pad functionality will no longer be available as of 8th January 2020 Can I receive inbound calls? What is call forwarding?  Call forwarding enables your customers to call your CircleLoop number and this is then presented as a call on your mobile device (you can even choose to have these calls announced if you wish) This is actually a more reliable way of using a mobile device with CircleLoop as it does not rely on mobile data or wifi. The cost of forwarding calls is included in our £15 unlimited package and is 3p per minute in our £5 pay as you go package. I need some further advice on this change, can you assist? Our customer success team are available to assist you and can be contacted at [email protected] or 0333 050 60 70

Resolved Calls not connecting

We are currently investigating this issue.

Resolved Issue establishing outbound calls, or receiving audio on inbound calls

We are currently investigating this issue.

Resolved Calls failing

We're currently experiencing an issue with both inbound and outbound calls failing. This is being investigated urgently and we hope to have this resolved quickly for you.

Resolved Intermittent inbound calls on iPhone and Android apps

Inbound calls are intermittently failing to reach iPhone and Android apps. This is not impacting the desktop apps or web app. We're investigating the issue and will provide a further update shortly.

Resolved Analytics - reports of issues with loading/logging

This has been caused by an Amazon Web Services (AWS) outage. We have escalated through our own support contacts. You can view Amazon's own status on this incident here: https://cloud-status.elastic.co/incidents/01d59btqhy3c