Outage in CxEngage

CxEngage Skylight - Critical Error When Transferring Calls

Resolved Minor

January 22, 2024 - Started about 2 years ago - Lasted 1 day
Official incident page

Incident Report

Agents may be receiving an error (11000) when transferring calls. An investigation has started. We will post updates as they are made available.

Components affected

CxEngage Toolbar CxEngage Toolbar

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Latest Updates ( sorted recent to last )

RESOLVED about 2 years ago - at 01/23/2024 04:53PM

This incident has been resolved.

MONITORING about 2 years ago - at 01/23/2024 01:18AM

A fix has been implemented and we are monitoring the results.

IDENTIFIED about 2 years ago - at 01/23/2024 12:16AM

We have created a hotfix to address these issues and are planning to deploy this to both EU and US at 00:30am UTC (30min window). This is a change only to the Skylight Agent UI with no Core services impacted.

IDENTIFIED about 2 years ago - at 01/22/2024 04:14PM

We are continuing to work on a fix for this issue.

IDENTIFIED about 2 years ago - at 01/22/2024 04:11PM

We are investigating an error message that is being presented periodically during transfers. At this time it appears call function remains however agents are receiving an error message which is causing alarm. We are looking into resolving this matter and updates will be provided soon.

INVESTIGATING about 2 years ago - at 01/22/2024 03:37PM

Agents may be receiving an error (11000) when transferring calls.

An investigation has started. We will post updates as they are made available.

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