Telephony incident

All known issues reported as part of this incident have been fully resolved. We have been monitoring the system and all services are operational. We truly apologise for the inconvenience this incident cause and thank you for your patience while this was being solved.

Post mortem about this incident will be posted within 5 business days.

We're happy to report that all Whatsapp issues have been resolved, and messages sent out during the outage have caught up and have been sent to their receivers.

We also got confirmation that telephony is working as expected.

Again our sincere apologies for the inconvenience this has caused. If you still experience issues, please reach out to Dixa Support.

We will continue to monitor if anything changes, but don't expect any further impact.

We are happy to report inbound and outbound calls are operational again. If agents continue to experience problems, ask them to refresh the page before trying again.

We continue to monitor the situation up close, and if anything changes we will inform you via this page. If you continue to experience issues, feel free to reach out to Dixa support.

Our sincere apologies for the inconvenience you are experiencing today.

Next update in 60 minutes, or earlier if there is an update to share.

We continue to see connection issues with phone calls. Calls are getting through to the Dixa platform but when agents accept the call, agents are not being connected to customers due to Twilio's network services which are still experiencing issues.

SMS is fully functional again.

We continue to monitor the situation and will update you again in the next 30 minutes, or sooner if there is news to share.

Telephony traffic is slowly recovering. The inbound calls are entering the Dixa platform and agents can accept offers but can't connect to the call. Outbound calls are still affected. We continue to follow the status of this issue with Twilio and we will keep posting updates.

We will post the next update in 30 minutes.

We can see that log in issues to Elevio and Jira (including the Jira integration) are now resolved, however we are still experiencing issues with the telephony channel due to the outage at Twilio (https://status.twilio.com/).

We will keep updating the status of this incident, in one hour at the latest.

The issues are still continuing and telephony is still down. We're following the issue which is related to an outage for our telephony network supplier Twilio (https://status.twilio.com/). This in turn is caused by an Incident at AWS (https://health.aws.amazon.com/health/status). As a consequence, other services dependent on AWS might experience downtime, such as Elevio and JIRA.

We'll keep monitoring and will keep you posted once we get an update.

Next update is at latest in one hour

We are currently experiencing significant issues with our telephony channel, which is impacting our ability to provide telephony services to our customers.

Both inbound and outbound traffic are being affected, meaning that you will encounter difficulties when trying to make or receive calls. Additionally, our SMS and Whatsapp channels may also experience disruptions as a result of this ongoing issue, which could hinder your ability to communicate via those platforms as well.

The root cause of these problems is related to an incident with our telephony services provider, which is completely outside of our control. We want to assure you that we are actively collaborating with them to address and resolve the issue at the earliest possible opportunity. Our team is working diligently to ensure that normal service is restored as quickly as possible.

We believe that the current issues are likely tied to a larger incident that a major cloud service provider is experiencing in one of its regions.

This situation has unfortunately impacted multiple services, including ours, complicating the process further.

We sincerely apologize for any inconvenience this may cause you and appreciate your patience and understanding during this time. Our priority is to keep you updated as we work through this situation, and we are committed to restoring service as swiftly as possible

We are currently experiencing significant issues with our telephony channel, which is impacting our ability to provide telephony services to our customers.

Both inbound and outbound traffic are being affected, meaning that you will encounter difficulties when trying to make or receive calls. Additionally, our SMS and Whatsapp channels may also experience disruptions as a result of this ongoing issue, which could hinder your ability to communicate via those platforms as well.

The root cause of these problems is related to an incident with our telephony services provider, which is completely outside of our control. We want to assure you that we are actively collaborating with them to address and resolve the issue at the earliest possible opportunity. Our team is working diligently to ensure that normal service is restored as quickly as possible.

We believe that the current issues are likely tied to a larger incident that a major cloud service provider is experiencing in one of its regions.

This situation has unfortunately impacted multiple services, including ours, complicating the process further.

We sincerely apologize for any inconvenience this may cause you and appreciate your patience and understanding during this time. Our priority is to keep you updated as we work through this situation, and we are committed to restoring service as swiftly as possible.

We have received reports of instability in the platform. We are investigating the issue. Updates will follow