OCC Cloud - Touchpoint Login Failure

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Our supplier continues to work on resolving the issue. Additional actions have been taken that are expected to have resolved the problem. We kindly ask you to log in to Touchpoint again, disable the emergency routing, and check whether the issue has indeed been resolved. If the issue persists, please contact our Support team.

The supplier has encountered additional complications. This unfortunately means that service recovery is taking longer than previously anticipated, and some customers may continue experiencing broader impact where agents are being logged out and calls are not properly offered to agents. We will update you with more information as we receive it.

Our supplier is still performing final checks, so services are not yet fully restored. Some customers may continue to experience issues.

We will provide another update as soon as the supplier confirms that all checks have been completed and services are fully recovered.

The root cause of the issue affecting OCC Cloud clients has been identified and a fix is currently implemented.

We encourage all customers to try logging in to their Touchpoint application. Please be aware that the initial login may take longer than usual before it succeeds.

XTIUM is still investigating the issue impacting OCC Cloud clients who are unable to log in to their Touchpoint application. Our teams are working on this with the highest priority.

Workaround available:
Customers who have a calamity switch can activate it for their (main) number(s) and route calls to an alternative destination to continue answering calls.

Customers who do not have a calamity switch can request us to route their main number to another destination. Please raise a request via our self-service portal: https://selfservice.xtium.eu/

We will provide further updates as soon as more information becomes available.

Good morning,

XTIUM is aware of an issue impacting OCC Cloud clients failing to login to their Touchpoint application. We are currently investigating with the highest priority and will provide further updates in due course.

If you experience this issue, please raise a case via our selfservice portal: https://selfservice.xtium.eu/