Outage in Mitel

Twilio Integration on MiContact Center Business

Resolved Minor
September 13, 2024 - Started 3 months ago - Lasted 6 days
Official incident page

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Outage Details

We are aware of an issue when customers send messages through the Twilio Integration configured via Mitel Administration Portal to MiContact Center Business. The messages will get routed to the agent however the agent is unable to send messages back to the customer. The agent inside of WebIgnite will see a message "Unable to send previous message." We are currently working on a fix and will provide an update once it has been deployed.
Components affected
Mitel Workflow Mitel Workflow Mitel Workflow
Latest Updates ( sorted recent to last )
RESOLVED 3 months ago - at 09/19/2024 02:47PM

This issue has been resolved.

A deployment on September 12th inadvertently impacted the Twilio integration which was subsequently fixed with a deployment on September 13th.

MONITORING 3 months ago - at 09/16/2024 12:34PM

A fix has been deployed and the Twilio Integration should be working correctly again. We will continue to monitor for a couple days before closing this issue.

IDENTIFIED 3 months ago - at 09/13/2024 09:34PM

We are aware of an issue when customers send messages through the Twilio Integration configured via Mitel Administration Portal to MiContact Center Business. The messages will get routed to the agent however the agent is unable to send messages back to the customer. The agent inside of WebIgnite will see a message "Unable to send previous message."

We are currently working on a fix and will provide an update once it has been deployed.

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