Outage in White Label Communications
DND on Device Routes to Not Answered When Using DND Softkey
Resolved MinorIncident Report
Summary AI Generated
A bug introduced after a 5.4 upgrade caused devices using the DND softkey to send an incorrect cause code, routing incoming calls to the "Not Answered" setting instead of the intended DND treatment. The issue affected call routing behavior and persisted for approximately 157 hours while engineering developed and staged a fix. The resolution was deployed in two phases — a partial patch on October 23rd and a final fix implemented on October 24th — fully restoring correct DND and busy routing behavior.
Hello Partner,
We have identified an issue with the device user's DND setting sending an incorrect cause code causing calls to follow the Not Answered setting rather than the DND setting. We have asked engineering to investigate the cause. Next update will be provided by 9AM tomorrow morning.
Regards,
WLC Management
Components affected
White Label Communications Outbound CallingTrusted by 1,000+ teams
The Status Page Aggregator with Early Outage Detection
Stop finding out about outages from your users. Monitor 6,320+ cloud services and get alerted the second something breaks.
Latest Updates ( sorted recent to last )
RESOLVED
4 days ago - at 10/27/2026 01:18PM
Hello Partners,
A fix was implemented Friday to address the busy routing treatment after the 5.4 upgrade. If you have any further issues, please reach out to Support.
Regards,
WLC Management
IDENTIFIED
8 days ago - at 10/23/2026 10:41PM
Hello Partners,
Engineering has developed a solution that is being rolled out tonight that will address a portion of the DND/busy routing situations. The remaining call flows that aren’t fixed by this patch will be fixed next week with another patch. We will provide another update Monday morning.
Regards,
WLC Management
IDENTIFIED
8 days ago - at 10/23/2026 04:50PM
Hello Partners,
We have tested a potential solution to the DND/Busy routing issue in our staging environment. Further testing will be done on a production account before engineering and development can come up with the actions needed for roll out. We'll have another update by 4PM.
Regards,
WLC Management
IDENTIFIED
9 days ago - at 10/22/2026 08:31PM
Hello Partners,
We are still working with engineering on this. They have been focused on prioritizing the network performance to further stabilize the platform. We will continue to push for a resolution on this and will have another update tomorrow morning.
Regards,
WLC Management
IDENTIFIED
9 days ago - at 10/22/2026 12:05PM
Hello Resellers,
Engineering is still reviewing this. We are in the process of gathering some information to make a change in our staging environment for testing. Once we have verified this is working in our staging environment we will come up with the necessary steps to deploy to production. We'll have another update this afternoon.
Regards,
WLC Management
IDENTIFIED
10 days ago - at 10/21/2026 09:51PM
Hello Partners,
At this time there are no updates. Engineering and development have focused their efforts on the platform instability and hope to be able to look at the data we sent them later tonight or tomorrow morning. We will have another update tomorrow morning. Thank you for your patience.
Regards,
WLC Management
IDENTIFIED
10 days ago - at 10/21/2026 04:51PM
Hello Partners,
Our engineering team is still reviewing. Further call examples were provided so they can review and determine the root cause. We'll have another update this afternoon.
Regards,
WLC Management
IDENTIFIED
11 days ago - at 10/21/2026 12:00AM
Hello Partner,
We have identified an issue with the device user's DND setting sending an incorrect cause code causing calls to follow the Not Answered setting rather than the DND setting. We have asked engineering to investigate the cause. Next update will be provided by 9AM tomorrow morning.
Regards,
WLC Management
Latest White Label Communications outages
Atlas Portal Slow to Respond - 5 days ago
Possible performance issues due to server spike - 10 days ago
Boomea Call Center Issues - 14 days ago
Boomea Call center and Queue routing - about 2 months ago
HTTPS Fax server interruption. - 2 months ago
The Status Page Aggregator with Early Outage Detection
With IsDown, you can monitor all your critical services' official status pages from one centralized dashboard and receive instant alerts the moment an outage is detected. Say goodbye to constantly checking multiple sites for updates and stay ahead of outages with IsDown.
Start free trialNo credit card required · Cancel anytime · 6320 services available
Integrations with
