Incident Report
Summary AI Generated
**Horizon Contact – Directory Transfer & Busy Status Issue** Gamma's Horizon Contact platform experienced two issues: users becoming stuck in a busy status after calls, and the directory transfer capability failing. Engineering deployed change CC-32029 to amend the transfer layout, which resolved both problems. No further reports were received following the fix, and the incident was closed after monitoring confirmed stability.
Change CC-32029 for the directory transfer issue was successful last night. We can now see transfers follow the amended layout as described here https://agenthelp-contact.unlimitedhorizon.co.uk/docs/transferring-a-call-to-a-third-party/, and we are now seeing transfers process successfully. We have not had further reports of the user remaining stuck in busy status post-call since the change on 05/08 (CC-31839). If we receive no further reports, we will move this notice to close at 1 PM.
Issued 06/08 15:00
We have devised a change (CC-32029) for the directory transfer issue. This change will amend the layout for transfers, please use Transferring a call to a third party - Agent Knowledge Base for guidance on this. We have not had further reports of the user remaining stuck in busy status post call since the change last night (CC-31839) but are continuing to monitor the situation closely. We will provide a further update at 9AM tomorrow. Thank you for your patience.
Issued 06/08 11:27
We have identified issues with users remaining stuck in a busy status post call and users not being able to use the directory transfer capability.
Both are under investigation as a priority with our engineering team.
We will provide a further update by 3PM.
We apologise for the inconvenience at this time.
Issued 06/08 15:00
We have devised a change (CC-32029) for the directory transfer issue. This change will amend the layout for transfers, please use Transferring a call to a third party - Agent Knowledge Base for guidance on this. We have not had further reports of the user remaining stuck in busy status post call since the change last night (CC-31839) but are continuing to monitor the situation closely. We will provide a further update at 9AM tomorrow. Thank you for your patience.
Issued 06/08 11:27
We have identified issues with users remaining stuck in a busy status post call and users not being able to use the directory transfer capability.
Both are under investigation as a priority with our engineering team.
We will provide a further update by 3PM.
We apologise for the inconvenience at this time.
Components affected
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