Inbound Calls Failing

Following on from our previous update, as we now believe that the intermittent audio issue for android devices has now been resolved, we will close this notice at 5pm today.
Should any customers still be experiencing issues with android devices please contact our support team who will investigate further on an individual basis.
Thank you for once again for your continued patience.
 
Issued 06/09/2024  11:56
Our engineering teams have introduced a fix for the intermittent inbound audio issue on Android devices yesterday evening. Initial testing has been positive indicating that the issue has been resolved.
We kindly ask customers to retest.
If you continue to experience any issues or require further support, please do not hesitate to contact our service desk.
Thank you for your patience and understanding.
 
Issued 05/09/20204  14:29
Our engineers are diligently working on a solution, and we want to assure you that resolving this issue is our top priority.
Once we have a fix, we will thoroughly test and deploy it. We will keep you updated on our progress and provide more information as soon as it becomes available.
Thank you for your continued patience.
 
Issued 05/09/2024  08:29
Following on from our previous update, our engineering team are working on a fix to resolve this issue as a priority.
Inbound calls for Collaborate Android users may continue to be impacted during this time.
Should customers need any guidance with setting up call forwards as a work around, please contact our support team who will be able to assist.
We will provide another update as soon as we have more information on the progress of our testing and deployment.
We apologies for any disruption of service to your customers at this time.
 
Issued 04/09/2024  15:30
After further investigation by our development teams the issue is complex and will take some time to resolve, we anticipate the intermittent call failure to be present for an extended period until we test and deploy a fix.
Please note this issue intermittently effects inbound calls to Collaborate Android users, outbound calls and calls to desktop or iOS users are unaffected. We recommend android users either use the desktop client or where they need to receive calls to their mobile set up a divert from their horizon number to their underlying mobile number.
A guide for users on how to set up the divert on the client is available here under the heading “Setting up Call Forwarding (Android and iOS)” Settings (mobile) (horizoncollaborate.com). Alternatively, if you want to set this up on behalf of you customer you can login to the Horizon Company search and edit the user, select call setup, call forwarding and insert the relevant number to divert to.
 
Issued 04/09/2024  13:15.
We have identified an issue with the notification transit between the Collaborate platform and Google Android Collaborate users causing intermittent call failures. Our development team are currently engaged and investigating. A further update will be provided by 3.30pm.
 
We thank you for your patience at this time.
 
Issued 04/09/2024
We are currently aware of an issue with inbound calls failing on the Collab evo application on android devices.
Our support teams are engaged and are investigating the issue.
We apologise for any inconvenience that this may cause.
A further update will be provided by 1:30pm