Monitoring - The ECS Hotfix was successfully applied and we will continue to monitor.
Jun 1, 10:03 EDT
Update - We have received very limited reports of 'phantom calls' occurring for approximately 0.5% of the calls received. These interactions are largely cosmetic since the actual callers are answered by an agent.

Our Development team has completed coding and regression testing of a Hotfix for the 'phantom call' issue. The Hotfix will be applied on Monday, June 1st from 1:00 AM - 2:00 AM EDT and there will be a few minutes of downtime during this period.

For more detailed information, please refer to this KB page

https://support.evolveip.net/display/EIQ/ECS+Phantom+Call+Sta
May 31, 10:20 EDT
Investigating - We have received very limited reports of 'phantom calls' occurring for approximately 0.5% of the calls received. These interactions are largely cosmetic since the actual callers are answered by an agent.

Phantom Call is defined as an interaction that appears to Agents and Supervisors as a real call and is actually an “orphaned” interaction without a caller on the other end. These calls cannot be answered and appear in the Supervisor real-time metrics as a waiting call. Customers are advised that this is an orphaned "VISUAL" indication and it does not mean that a customer is stuck awaiting interaction.

Evolve IP's Engineering and Software Development teams are actively addressing these reports and will respond with a Hotfix in the coming days.

For more detailed information, please refer to this KB page
https://support.evolveip.net/display/EIQ/ECS+Phantom+Call+Status
May 28, 16:46 EDT
Update - The ECS Hotfixes were successfully applied and we will continue to monitor.
May 27, 08:01 EDT
Update - Our Development team has completed coding and regression testing Hotfixes for the sporadic reports of 'stuck calls'.

The Hotfixes will be installed tonight at 12:45am EDT and there will be a few minutes of downtime during the upgrade.

The following Hotfixes are included in this release:
-A “stuck call” is created when a warm / consulted transfer to a BP is completed normally.
-A “stuck call” is created when a warm / consulted transfer to a BP is completed to an Agent that doesn’t answer the interaction and the No Answer timeout doesn’t take effect.
-A “stuck call” is created when a warm / consulted transfer to a BP is completed to an Agent while that interaction is being Offered to the Agent.
-A “stuck call” is created when the routing engine doesn’t properly close the Interaction Handling Flow activities associated with that call.
-An Agent is not automatically placed in the No Answer state when they don’t answer a warm / consulted transfer via a BP.
-The Waiting Interaction counters in Supervisor becomes stuck and no call is displayed in the Current Interactions tab
May 26, 16:18 EDT
Update - Our Development team has continued to work the weekend and holiday to code Hotfixes for the sporadic reports of 'stuck calls'. We anticipate final coding and regression testing to be completed within 24-36 hours. On Tuesday, we will provide an expected date/time when these Hotfixes will be released to our clients.

In the meantime, our clients are advised to take the following steps:

1. Please ask your agents to not perform consulted / warm transfers to a Business Process (BP). Instead they should only perform a blind transfer to a BP.

2. Please remind your agents that are using a physical handset to either answer the call on the Handset OR on the Agent application.”
May 25, 11:05 EDT
Update - We have had sporadic reports of ‘stuck calls’ defined as an interaction that appears to Agents and Supervisors as a real call and is actually an “orphaned” interaction without a caller on the other end. These calls cannot be answered and appear in the Supervisor real-time metrics as a waiting call.

We have assessed and determined the cause and are actively developing a hot fix. Customers are advised to do the following:

1. Please do not perform warm transfers to a BP.

a. Instead, only perform blind transfers to a BP.

2. Please remind your agents that are using a physical handset to either answer an incoming call via the handset OR via the Agent application.

a. Please ask them to avoid answering the same call on both the handset and
the Agent application.

Development is actively working on a Hotfix and we will provide a detailed timeline once the Hotfix is in testing.
May 24, 14:43 EDT
Update - Our Engineering teams have identified two areas in error logs and below is the recommended guidance:

1. Please do not perform warm transfers to a BP.

a. Instead, only perform blind transfers to a BP.

2. Please remind your agents that are using a physical handset to either answer an
incoming call via the handset OR via the Agent application.

a. Please ask them to avoid answering the same call on both the handset and
the Agent application.

Development is actively working on a Hotfix and we will provide a detailed timeline once the Hotfix is in testing.
May 24, 09:51 EDT
Update - There are sporadic reports of stuck calls being investigated. As a reminder to the Unified ECS clients, only the Remote Office and Anywhere capabilities of the BroadWorks PBX/UC solution should be utilized to send ECS calls to an alternative destination (such as the Agent's mobile phone). We will provide an additional update once our Engineering teams complete their review of the stuck call examples."
May 22, 11:29 EDT
Monitoring - A fix has been implemented and we are monitoring the results.
May 21, 08:18 EDT
Update - Update:
In order to provide you with the best service possible, we plan to deploy several hotfixes to your Evolve Contact Suite (ECS) environment. These hotfixes address an issue encountered by a few Unified clients that resulted in calls “stuck” in the queue.

When: Thursday, May 21st from 1:30 AM – 2:00 AM EDT
Impact: All ECS applications will experience a few minutes of downtime during this period
May 20, 12:37 EDT
Update - In order to provide you with the best service possible, we plan to deploy several hotfixes to your Evolve Contact Suite (ECS) environment. These hotfixes address an issue encountered by a few Unified clients that resulted in calls “stuck” in the queue.

When: Thursday, May 21st from 1:30 AM – 2:00 AM EDT
Impact: All ECS applications will experience a few minutes of downtime during this period
May 20, 12:36 EDT
Identified - We’ve received a few reports from Unified clients that encountered a “stuck call”. A “stuck call” is an interaction that appears to Agents and Supervisors as a real call and is actually an “orphaned” interaction without a caller on the other end. These calls cannot be answered and appear in the Supervisor real-time metrics as a waiting call.

Update:
In order to provide you with the best service possible, we plan to deploy several hotfixes to your Evolve Contact Suite (ECS) environment. These hotfixes address an issue encountered by a few Unified clients that resulted in calls “stuck” in the queue.

When: Thursday, May 21st from 1:30 AM – 2:00 AM EDT
Impact: All ECS applications will experience a few minutes of downtime during this period
May 19, 12:52 EDT
Update - We received a patch from the vendor that is in the process of being tested before release. Should the application pass testing, you will receive notification of the scheduled maintenance of the release. In the interim, you may utilize the desktop application as an alternative. Thank you
May 12, 10:09 EDT
Identified - Our engineers have identified the cause of the issue and are currently implementing a fix. Additional information will be provided as it becomes available.
Apr 27, 13:39 EDT
Investigating - Our engineers are actively engaged and investigating the issue, and additional information will be provided as it becomes available.
Apr 26, 20:03 EDT
UCaaS (US) Operational
Telephony ? Operational
Applications ? Operational
Features Operational
Collaboration Operational
Evolve Teams Operational
CCaaS (US) Operational
Telephony Operational
Applications Operational
Features Operational
Call Center Reporting Operational
ECS Operational
OSSmosis Operational
Admin Portal Operational
ECS Admin Portal Operational
WaaS Management ? Operational
DRaaS Operational
ZT East Operational
ZT West Operational
VE East Operational
VE West Operational
Cloud Backup Operational
DaaS 2 Operational
DaaS 2 Admin East ? Operational
DaaS 2 Admin West ? Operational
DaaS 3 Operational
DaaS 3 Admin East ? Operational
DaaS 3 Admin West ? Operational
IaaS Operational
RMM Operational
Virtual Data Center Admin East ? Operational
Virtual Data Center Admin West ? Operational
Clearlogin Operational
User Dashboard Operational
Admin Console Operational
Clearlogin Directory Operational
Password Manager Operational
AWS cloudfront Operational
Sync Operational
Web Interface Operational
Storage Operational
Sync Service Operational
Network Operational
DNS ? Operational
NTP ? Operational
Cloud Connect East ? Operational
Cloud Connect West ? Operational
Internet East Operational
Internet West Operational
Cloud Firewall East Operational
Cloud Firewall West Operational
Hosted Exchange Operational
HEX East Operational
Workspaces Operational
Vetanium Operational
blueprintCLOUD Operational
continuumCLOUD Operational
dvmCLOUD Operational
Managed IT Server Operational
Third Party Cloud Services Operational
Microsoft Azure ? Operational
Microsoft Office 365 ? Operational
Cisco Web Security ? Operational
Unity (Licensing) Operational
Unity (Chat) Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Cisco Jun 13, 01:00-02:00 EDT
On June 13th EvolveIP Engineers will be moving our DMZ Firewall to new hardware.
Posted on May 21, 12:33 EDT
Past Incidents
Jun 2, 2020

No incidents reported today.

Jun 1, 2020
Completed - The scheduled maintenance has been completed.
Jun 1, 23:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 1, 22:01 EDT
Scheduled - - Added easier access to transform rules via Admin Portal.
- Added support for Azure Admin Credentials in Identity Source to enable end user password management.
- Added support for Klipfolio SAML application.
- Enabled the ability to minify and sign SAMLResponses before submitting to Service Providers.
- Force password resets when a Guardian changes a password.
- Enhanced formatting of SAML data when in debug mode.
- Fixed ui issue where long usernames got chopped up in user dashboard menu.
- Fixed ui issue on login when a username is supplied via url.
- Changed verbiage on dialogs to from cancel to close.
- Added higher resolution logos to login screen.
May 28, 11:40 EDT
May 31, 2020
Completed - The scheduled maintenance has been completed.
May 31, 02:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 30, 22:20 EDT
Scheduled - When: Saturday May 30h at 10:00 PM to 2:00 AM EST.
During this maintenance window, Zerto replication will pause and failover services will not be available. Replication and failover services will resume after the completion of this maintenance. VPGs will experience a short period of bitmap syncing post-maintenance.
May 29, 15:59 EDT
May 30, 2020
May 29, 2020

No incidents reported.

May 28, 2020
Completed - The scheduled maintenance has been completed.
May 28, 23:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 28, 22:00 EDT
Scheduled - Dear Valued Client,
In order to provide you with the best service possible, Evolve IP will be performing maintenance to the OSSmosis portal:
When: Tuesday, May 28th from 10 PM to 11 PM EDT

Impact: You should experience no impact during this maintenance

Highlights:
• Feature - Open Seating Guests are now able to be configured from the Telephony Setup>Open Seating screen by selecting Configure Users for this Host against an Open Seating Host.
• Bug Fix – the Supervisor Staffing option was missing for Standard Call Centers, this has been added.
• Bug Fix - Editing an Agent's Threshold Profile from the Manage Agent screen wasn't updating the agent's threshold profile. This has been corrected.
If you have any questions, please contact your Client Technology Advisor or technical support at 877.459.4347 Option 2 or support@evolveip.net
May 28, 11:51 EDT
May 27, 2020
May 26, 2020
May 25, 2020
Completed - The scheduled maintenance has been completed.
May 25, 10:01 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 24, 22:00 EDT
Scheduled - In order to provide you with the best service possible, Evolve IP will be performing maintenance to the Zerto platform.
When: Saturday May 23rd at 10:00 PM to 10:00 AM EST.
During this maintenance window, Zerto customers may be unable to login to their Zerto portal, Zerto Replication may pause, and Zerto Failover may be unavailable. After the maintenance concludes, a bitmap sync may occur.
May 14, 16:13 EDT
May 24, 2020
May 23, 2020

No incidents reported.

May 22, 2020
Completed - The scheduled maintenance has been completed.
May 22, 01:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 21, 22:00 EDT
Update - We will be undergoing scheduled maintenance during this time.
May 21, 12:37 EDT
Scheduled - EvolveIP Engineers will be working with Cisco to migrate your Cisco Umbrella account to a new portal.
The URL you currently use to access Umbrella will not change and all settings will be retained during this maintenance.
May 21, 12:10 EDT
May 21, 2020
Resolved - This incident has been resolved.
May 21, 14:34 EDT
Update - We are continuing to monitor for any further issues.
May 20, 22:00 EDT
Monitoring - Our engineers have addressed the issue with the underlying carriers, and services have been restored to their normal operations. We are currently monitoring for any further abnormalities.
May 20, 18:03 EDT
Identified - The issue has been identified and a fix is being implemented.
May 20, 16:53 EDT
Investigating - Our engineers are actively engaged and investigating the issue with the underlying carriers, and additional information will be provided as it becomes available.
May 20, 15:51 EDT
ECS
Completed - The scheduled maintenance has been completed.
May 21, 09:30 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 21, 08:30 EDT
Scheduled - Evolve IP Alert: Maintenance
Dear Valued Client,

In order to provide you with the best service possible, we plan to deploy several hotfixes to your Evolve Contact Suite (ECS) environment. These hotfixes address an issue encountered by a few Unified clients that resulted in calls “stuck” in the queue.
When: Thursday, May 21st from 1:30 AM – 2:00 AM EDT

Impact: All ECS applications will experience a few minutes of downtime during this period
If you have any questions, please contact your Client Technology Advisor or technical support at 877.459.4347 Option 2 or support@evolveip.net.
_________________________
Evolve IP Client Care
877.459.4347, Option 2
support@evolveip.net
May 20, 14:14 EDT
May 20, 2020
May 19, 2020