Outage in CM.com
Mobile Service Cloud - Issues answering native voice calls
Resolved MajorIncident Report
Summary AI Generated
A release introduced a credential-reading failure in CM.com's Realtime service, causing Native Voice Calls to become stuck in the queue and not reach available agents, while AI suggestions also stopped updating in real time. The incident lasted approximately 1.9 hours before a fix was deployed and all services were fully restored by 09:39. The issue stemmed from a hotfix that bypassed standard testing pipelines; CM.com will now require core regression tests for all hotfixes and add monitoring to improve future detection and response.
We are currently investigating this issue.
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Latest Updates ( sorted recent to last )
RESOLVED
11 days ago - at 07/14/2026 08:47AM
What happened
Today, some of our services experienced disruption following a release in which credentials for our Realtime service could not be read correctly during task processing. This had the potential to impact various parts of the platform, with the most significant effect on Native Voice Calls, which remained stuck in the queue and were not offered to available agents. Additionally, AI suggestions were not plotted in real time.
By 09:39, the issue had been fully resolved and all services were restored to normal.
What we are doing to prevent this in the future
This issue was introduced by a hotfix that bypassed our standard test pipeline. Going forward, we will run core regression tests before any hotfix is released to production, ensuring issues like this are caught early. In addition, we are adding monitoring and alerting to detect this type of disruption earlier and respond more quickly.
Closing
Our apologies for the inconvenience caused. We will work diligently to prevent this from happening again.
MONITORING
11 days ago - at 07/14/2026 07:39AM
A fix has been implemented and we are monitoring the results.
IDENTIFIED
11 days ago - at 07/14/2026 07:20AM
The issue has been identified and a fix is being implemented.
INVESTIGATING
11 days ago - at 07/14/2026 06:53AM
We are currently investigating this issue.
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