Five9 Service Degradation

During a maintenance window last night, Five9 adjusted their configurations in their US data center to resolve the outstanding degradation of their Digital Engagement (Chat/Email) services. Since changes were implemented, CallTower has received positive reports from our customer base that all services are online and operational.

CallTower will be closing this master case and all associated cases. Within three business days, an Official Root Cause Analysis (RCA) or a Preliminary RCA will be available and provided to customers upon request. If you are still experiencing any further issues, please contact support by email support@calltower.com or by calling 8003475444.

Five9 has completed its process of mitigating Digital Engagement Services with its US data centers. Five9 has asked all affected users to clear their cache and cookies (All time if possible). Please close and restart all Five9 services and log back in. CallTower is monitoring for any additional reports involving Digital Engagement Services (chat and email) with Five9. If you are still experiencing any issues please reach out to CallTower by emailing support@calltower.com or calling our support line at 8003475444 and we can work with Five9 to resolve.

CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com and expects the next update at 9:00am MST on 9/26/2023.

The following is an update from Five9:

Five9 is currently working on restoring services for digital engagement at the moment (email and chat). Please restart your system to see if you are able to run the system. If you are still experiencing downtime due to the outage, please let us know and we shall request for your services to be migrated to the ATL data center.

CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 60 minutes unless identified otherwise.

The following is an update from Five9:

Five9 is in the process of restarting Digital Engagement services in the US West data center. During this time Digital Engagement (chat and email) services will be unavailable. The current estimated time for restoration is up to one hour.

CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise.

CallTower has escalated with Five9 management in an attempt to help drive a resolution for this issue. Five9 continues to work on mitigating a database issue in their US data centers. Digital Engagement Services has been restored for some customers and Five9 is continuing to restore services for all impacted chat and email customers.

CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise.

The following is an update directly from Five9:

Five9 continues to work on mitigating a database issue in their US data centers. Digital Engagement Services has been restored for some customers and we are continuing to restore services for all impacted chat and email customers. The current estimated time to resolution to regain chat and email services is up to 15 minutes.

CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise.

Below is an update directly from Five9:

Five9 continues to work on mitigating a database issue in our US data centers that is causing general application slowness with chat and email transactions, user login timeouts, and other symptoms. Digital Engagement services (chat and email) will not be available during this time. The current estimated time to resolution to regain chat and email services is up to one hour

CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 60 minutes unless identified otherwise.

CallTower has escalated and continues to work urgently with Five9 on intermittent issues in an effort to come to a resolution. Customers may experience: Slow service on delivering Emails from queues, inability to send/receive chat messages, inability for some users to log into agent portal. However, Inbound and outbound calls are not affected.

CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise. This issue is being investigated as a top priority.

CallTower Support has received reports of slow or degraded service with Five9, Currently CallTower is working urgently with Five9 to come to a resolution.

CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is under investigation. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes unless identified otherwise. This issue is being investigated as a top priority.