OCC Login issues

The Touchpoint login issue has been fully resolved.

We have completed monitoring and confirmed that all systems are operating normally. Affected customers have confirmed that services are functioning as expected.

Thank you for your patience while we worked to restore full functionality.

Good morning,

Last night the vendor of the OCC platform has performed extensive maintenance on their services. The issues that were being experienced yesterday with regards to the OCC platform should no longer be active, and everything should be in working order again. We are currently monitoring the situation together with the Vendor.

Please contact us ASAP if you notice any issues. You can contact us either via +31884283111 or by raising a ticket via our selfservice portal (https://selfservice.xtium.eu/)

Our vendor has isolated the issue to their database cluster. To fully restore services, a system reboot will be performed tonight.

During this time, services may remain partially impacted. Once the reboot is complete, our teams will monitor the environment during the morning to ensure stability. We kindly ask customers to also monitor their services and reach out to us if any issues persist.

We sincerely thank you for your patience and cooperation while we work together with our vendor to resolve this incident as quickly as possible.

We are aware that some customers have experienced new logout and sign-in issues with Touchpoint.

Our teams are working closely with the affected customers to provide suitable workarounds while continuing to investigate the underlying cause.

Further updates will follow as soon as more information is available.

Based on our testing and monitoring, the Touchpoint login duration has significantly improved. Our teams are continuing to work on resolving an issue with signing in to Touchpoint via SSO. We will share new updates as soon as they become available.

Please try logging in to Touchpoint again. The login process may take slightly longer than usual (up to 30 seconds) or may require additional attempts.

If all agents are able to log in successfully, consider disabling the emergency routing and verify whether the issue has been fully resolved.

We are still actively working on a full resolution. If the problem persists, please contact our XTIUM Client Support team.

We are continuing to investigate the issue with the highest priority. We will share further updates as soon as new information becomes available. Thank you for your patience.

We continue to investigate this issue in collaboration with our vendor. As part of the resolution process, logged-in agents may be automatically logged out of Touchpoint. Further updates will be provided as they become available.

We are still investigating the issue with the highest priority together with the vendor. unfortunately, at this time we are unable to give an ETA concerning the resolution time. We will keep you updated on any developments via this statuspage.

As a follow up on the initial incident notification, please be aware that we will strive to provide you with any updates as soon as possible, and within the next hour at the latest.

If in the meantime you are looking for a workaround for your service, please contact us via 0884283111 or create an incident via our selfservice portal (https://selfservice.evolveip.eu/)

We are currently investigating an issue concerning OCC Touchpoint (Cloud version), where agents are unable to login, but instead are given an error message indicating an unknown error has occurred during AIS Authentication (it is possible agent might see a different error notification).

For now, this seems to be limited to the Touchpoint application only.

We are investigating the issue with the highest priority and we have contacted the supplier of the OCC application to also investigate this with the highest priority.