Contact Center issue

This incident has been resolved. Thank you for your patience while we addressed this issue.

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.

Admins can refer to the following guides for assistance.
If you are not using queue prioritization:
https://sparefoot.atlassian.net/wiki/spaces/EC2KB/pages/4230837590/Editing+Call+Queues?atlOrigin=eyJpIjoiNTU5YjkxYzc3ZGE1NGFmZWE4NmI0YzYzMzM0MmVkZGYiLCJwIjoiY29uZmx1ZW5jZS1jaGF0cy1pbnQifQ

If you are using queue prioritization: https://sparefoot.atlassian.net/wiki/spaces/EC2KB/pages/4569170669/Editing+Call+Queues+with+Agent+Prioritization?atlOrigin=eyJpIjoiMDFmNzU1MmY1ZjdlNGFjYzkwZGJiNjAzNDYzMTcyNmQiLCJwIjoiY29uZmx1ZW5jZS1jaGF0cy1pbnQifQ

If additional support is needed, please don’t hesitate to reach out to our team at support@callpotential.com - we’re happy to help.

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.

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 are currently working to reverse this and, as a workaround, you can manually update the queues and reassign the agents by following these instructions if you are not using queue prioritization: https://sparefoot.atlassian.net/wiki/spaces/EC2KB/pages/4230837590/Editing+Call+Queues?atlOrigin=eyJpIjoiNTU5YjkxYzc3ZGE1NGFmZWE4NmI0YzYzMzM0MmVkZGYiLCJwIjoiY29uZmx1ZW5jZS1jaGF0cy1pbnQifQ

If you are using queue prioritization, follow these instructions: https://sparefoot.atlassian.net/wiki/spaces/EC2KB/pages/4569170669/Editing+Call+Queues+with+Agent+Prioritization?atlOrigin=eyJpIjoiMDFmNzU1MmY1ZjdlNGFjYzkwZGJiNjAzNDYzMTcyNmQiLCJwIjoiY29uZmx1ZW5jZS1jaGF0cy1pbnQifQ

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.