Investigating issues with dialing and dial sessions

This incident has been resolved.

We are continuing to see the dialer behave as expected. Active monitoring still in place.

Our engineering team is continuing to actively monitor the system. Call activity is remaining at expected levels and no signs of symptomatic behavior is being observed at this time. Please expect another update in 1 hour's time. Thank you very much

The brief blip that took place this morning between 801a and 817a PT has been remediated through some quick actions on the backend. While this did cause call disruption, we have been seeing dialing activity return to normal over the past 30 mins.
Reps are advised to refresh the Orum webpage if they haven't already, re-start a dialing session, and continue normal activity.
Very much apologize for for this brief disruption this morning. Please know that this matter continues to be the top priority for us and we have all hands on deck actively monitoring the system. Thank you

At approximately 801a PT, we noticed a drop off in a critical metric suggestive that there was a disruption to call activity. As of 817a PT, the system seems to have recovered after a remedial action was taken. We are now seeing call activity return. Users can refresh the webpage, re-start their dialing session, and resume dialing activity. We apologize for this disruption

We are continuing to monitor for any further issues.

We're investigating reports that users are unable to start session and make dials. We will provide an update as information becomes available or within the next 30 mins. We apologize for this disruption

We have been actively monitoring system metrics since the early hours of this morning (PT). Thus far, activity levels are returning to their normal volumes and we have not witnessed any anomalies. Activity should continue to ramp over the next hour and we'll continue to keep a close eye for any variances

The system seems to have stabilized after our latest set of fixes, and we are now monitoring for continued stability.

The server restart with our attempted fix has completed at 1:10 PM PT and we've been seeing stable metrics since then.

While we are encouraged by these positive metrics, the root cause has not been fully identified. Further plans to investigate and completely resolve the challenge are ongoing as it is our goal to fully address the area causing the challenge to prevent further instances of this behavior.

Teams can resume dialing activity though it is possible residual symptoms could still present. Our team is actively monitoring this closely. We deeply apologize for this disruption.

We will be performing another server restart shortly which will terminate all calls in progress in our attempts to mitigate the problems.

In the meantime we are starting other initiatives to circumvent the problem area altogether.

We will add another update as soon as we have more, or within 30 minutes

We apologize for the inconvenience!

We are still seeing issues with the dialer. Our attempts have not been successful so far, the changes we've made were not the root cause of the problem so we are continuing to investigate and assess options in order to mitigate the issues.

We will update when we have uncovered more, or within the next 30 minutes.

We apologize for the inconvenience!

We are continuing to investigate this issue. We have identified the core issues and we're working to pinpoint the root cause so that we can mitigate the incident.

As part of our attempts we will be performing another application restart shortly which will terminate all calls in progress. Please know that while our focus is on full resolution, we are also being cautious to keep these restarts to a minimum as we do see intermittent dialing activity in progress.

We will update as soon as we uncover more, or within 30 minutes of this update.

We are continuing to investigate this issue.

Our team has been continuing to monitor the system and have noticed suggestive evidence that this challenge may not be completely mitigated.

Critical members of the engineering team remain convened and are evaluating our next steps

Our team has been continuing to monitor the system and have noticed suggestive evidence that this challenge may not be completely mitigated.

Critical members of the engineering team remain convened and are evaluating our next steps

Thank you for your patience, the application restart process has completed. We are seeing conditions with the dialer improve.

Please refresh the webpage before resuming dialing if you have not already.

Our engineering team is continuing to monitor the system closely as call activity increases.

Orum Engineering is restarting a critical application to continue making forward progress with the ongoing challenge. We are predicting an uptick in the ability to dial over the next 20 minutes (until approximately 10:10AM PT)

We will advise once the process completes. We are grateful for your patience while we work to restore consistent dialing ability.

As of 9:35AM PT, our engineering team continues to be all hands on deck attempting to resolve the totality of this challenge.

There are several technical complexities at play which are unfortunately only yielding intermittent results. The team continues to bring top talent, including leadership, to bear.

Our internal testing & customer reports continue to indicate that the dialer is usable, however, intermittent symptoms do occasionally pop up. At this time, we welcome you to test conditions locally, but disruptions could still occur.

We will continue to keep you updated on the latest and apologize once again.

The action that our engineering team has taken intended to resolve the system’s behavior did not have the intended effect.

All members of the ENG team are engaged on this challenge including ENG leadership and are working as quickly as possible to determine next steps.

At this time, we are seeing intermittent usability of the dialer, but continue to work to full resolution.

As of 8:26AM PT— we are taking an action to correct the system’s current behavior. This action will result in any calls in progress dropping and users will be unable to dial for approximately 10-15mins afterwards.

We will advise once this service has restarted and apologize for the disruption!

At roughly 7:27 PST,  Support began receiving reports of users not being able to dial in, network errors and degraded performance. Our engineering team is all hands in investigating these symptoms. We will provide another update as soon as possible.