Impact on Inbound and Outbound on US and Canada Region

Incident is fully resolved

We have applied further mitigation measures and we are seeing full recovery.

If you are experiencing any of previous impacts please reload Workspace App or the browser tab

Mitigation measures have been applied to our Messaging Service to solve the call control and agent status delays. If you are still experiencing any of these behaviours we kindly ask that you reload Workspace.

Meanwhile we are still working to improve Inbound and Outbound issues caused by AWS that are currently impacting a subset of our customers/calls.

We are seeing recovery on our Digital Channels however there are still transient delays on agent status and call controls after the failover to our fallback messaging system. We are still working internally to mitigate the impact being caused by the AWS outage.

In order to reduce the impact that AWS is causing on our Messaging Service Provider we have rerouted our messages through a fallback messaging service, this as improved the success rate however some transient delay might be experienced on agent status and availability of call controls

We are having an impact on our Messaging Service Provider caused by the AWS outage. This is causing call controls and agent status to not update. We are working closely with the provider and exploring possible mitigation measures

We are seeing recovery after the applying several mitigation measures on our side to deal with AWS outage.

There might still be transient issues with calls and our Digital Channels. We are still working with the provider and internally to keep mitigating the impact.

We continue to apply several mitigation measures to deal with the increase impact from AWS outage. We will update in 30m.

Despite improvements on recovery due to our mitigation measures and failovers to contain the impact of AWS outage, we are now seeing an increase of that impact in our services. Our team is working with AWS and internally to try and mitigate this impact.

We are now seeing increased impact on calls, call controls and access to conversation app.

We are seeing failures on Conversations App loading and transient issues with calls controls. We are currently investigating this issue.

We are seeing an increase on the impact on Calls due to a spike in AWS incident.

Our mitigation and failovers have relieved part of this impact. We will keep you updated as we continue to work toward a resolution.

We continue to see improvements from our failovers despite the ongoing outage on our Cloud Provider: AWS.

We are doing all possible efforts resolving the subset of customers that are still experiencing Inbound and Outbound issues.

Digital channels we are still seeing transient issues in our US Region.

We are still being impacted by our Cloud Service Provider AWS outage.

We have applied several mitigation measures and failovers that have recovered call service however some transient issues are still being felt by customers and we are working on fixing those.

Digital Channels are currently with transient issues dependent the AWS service recovery.

Our Cloud Provider: AWS is still experiencing instability in the US region causing Outbound and Inbound call failures.

We are working with the provider and internally to reduce the number of failures we are seeing.

The same issue was impacting our call operations causing a delay we have acted on a site failover that resolved this issue.

Digital Channels might have some delays and the team is working on this.

We will update in 15m.

We are currently applying mitigation measures to correct the Call operations delays that are being experienced by a subset of customers. Currently we are seeing an impact on Digital Channels which might experience some delays. We are actively working on mitigation measures for this issue

We are starting to see degradation on metrics which might cause delayed call operations. We are currently investigating this.

We are seeing recovery and we continue to monitor our failover as well as improvements on the incident with our Communication Provider. We will update this page in case any major changes.

We are seeing recovery in Talkdesk Services. We are closely monitoring and if there is any change this page will be updated.

We are seeing recovery after applying workaround measures. Inbound and Outbound should be recovered at this point for our US and Canada Region. We will keep working with our Communications Provider in order to apply a permanent fix. We will update this page as soon as there is more relevant information.

We are seeing partial recovery with our workaround. We will update this page with more information shortly.

We are still being impacted by our Communication Provider issue however we are seeing that our failover is recovering Inbound and Outbound. We will continue to apply in batches for the affected accounts. We will update this message shortly.

We are still being impacted by one of our Communication Providers which is causing an impact in Inbound and Outbound calls in the US and Canada region. Our team is currently applying a workaround in batches so that we can recover the service. Please bear with us.

We are seeing recovery of Talkdesk services however we do still have an impact on Voice for US and Canada Region. Our team is now applying our failovers to mitigate this impact.

Mitigation measures have been applied from the Cloud Service Provider side and we are seeing recovery on the functionality.

Mitigation measures are being applied by our Cloud Service Provider while the Talkdesk team also works on parallel mitigation measures. Currently the impact is on Conversations App presenting a 500 error in our US Region and Talkdesk Omnichannel Engagement in all regions. We will update this message in 30m.

Disruption form our Cloud Provider is still causing impact on multiple Talkdesk Services. We are working with the provider and also developing a workaround to circumvent. Please bear with us we will update this page in 30m

Impact has extended to our DCE (Chat, Email and SMS) over in our EU Region.

Disruption from our Cloud Provider is still impacting us. We are still working on possible workarounds to circumvent the failling provider. If you have your business continuity settings setup please use them. We will update this thread shortly.

We are seeing service disruption being caused by our Cloud provider as well as our communication provider. We are working to apply any workaround measures for both these providers. If you have your business continuity settings setup please use them. We will update this thread shortly.

We are investigating reports of error 500 when loading Conversation App. We will be updating this message shortly.