Evolve IP Status

UC1 Mobile iPhone User Status Change Failures- Update

Update - We are continuing to work on a fix for this issue.
Jul 31, 09:48 EDT

Update - We are continuing to work on a fix for this issue.
Jul 29, 14:46 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

UC-One User Status/Presence

Update - We are continuing to investigate this issue.
Jul 29, 11:44 EDT

Update - Our engineers have continued to work with our vendor, Cisco on this behavior. Further updates will be provided as more information becomes available.
Jul 24, 15:33 EDT

Investigating - We have received reports from a small subset of clients experiencing inaccurate user status/presence within the UC-One application. This behavior is being investigated. Further updates will be provided as more information becomes available.
Jul 22, 15:15 EDT

Evolve IP Help Center Operational

Authentication and User Management Operational

Service Desk Portal Operational

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

Mimecast Email Security & Archival Operational

Unity (Licensing) Operational

Unity (Chat) Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Scheduled Maintenance

UC-One Connect (SaaS) Aug 9, 00:00-02:00 EDT

A scheduled maintenance will be performed on the UC-One Connect (SaaS) production US and Canada regions to perform a software update on the compute platform.

SERVICE IMPACT: There will be a total platform outage for approximately 60 minutes during the maintenance window.

USER EXPERIENCE: Following the planned maintenance, there will be no change to user experience.
Posted on Jul 31, 15:12 EDT

Past Incidents

Aug 4, 2020

No incidents reported today.

Aug 3, 2020

No incidents reported.

Aug 2, 2020

No incidents reported.

Aug 1, 2020

Core (Las Vegas, NV)

Completed - The scheduled maintenance has been completed.
Aug 1, 03:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Aug 1, 02:01 EDT

Update - We will be undergoing scheduled maintenance during this time.
Jul 31, 11:10 EDT

Scheduled - Dear Valued Customer,

In order to provide you with the best service possible, Evolve IP will be performing routine maintenance in our Las Vegas data center Saturday 8/1/2020 2:00 AM EST to Saturday 8/1/2020 3:00 AM EST. No downtime is expected from this. Should you have any questions, please feel free to contact our Customer Support Center by calling 610-964-8000 and selecting option 5, or by sending an e-mail to support@evolveip.net.
Jul 31, 11:07 EDT

Jul 31, 2020

Unresolved incident: UC1 Mobile iPhone User Status Change Failures- Update.

Jul 30, 2020

No incidents reported.

Jul 29, 2020

Unresolved incident: UC-One User Status/Presence.

Jul 28, 2020

No incidents reported.

Jul 27, 2020

OSSmosis

Completed - The scheduled maintenance has been completed.
Jul 27, 23:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 27, 22:00 EDT

Scheduled - We will be updating OSSmosis 5 Prod configuration to improve stability.
Jul 27, 14:34 EDT

ECS Agents Receiving Calls

Resolved - It was uncovered that a very specific configuration used by a small number of customers caused an behavior with the system's ability to select the next available agent. This was mitigated Sunday afternoon for the affected customers by modifying their configurations and a system-level change was made during Sunday/Monday maintenance window to prevent future occurrences. All systems are operating normally at this time.
Jul 27, 17:01 EDT

Monitoring - Our engineers performed maintenance last night to address the issue with calls not getting delivered to agents for a small subset of clients. We will continue to closely monitor to ensure the system is processing normally.
Jul 27, 08:36 EDT

Identified - Our engineers have isolated the cause of the behavior and steps toward resolution are in progress. Further updates will be provided as more information becomes available.
Jul 26, 16:08 EDT

Update - We are continuing to investigate this issue.
Jul 26, 16:07 EDT

Investigating - We have received reports from a small subset of clients in which their agents are not receiving calls from the queue. We are currently investigating these reports. Further information will be provided as soon as more information becomes available.
Jul 26, 12:40 EDT

ECS Emergency Maintenance Notification

Completed - The scheduled maintenance has been completed.
Jul 27, 04:15 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 27, 04:00 EDT

Scheduled - We are performing an emergency maintenance activity to address an issue encountered by a small number of clients related to ECS v5.3.0. In very limited skills-based routing configurations, queued calls were not delivered to Agents. A software change is being deployed to eliminate that scenario. We expect approximately 5 minutes of application downtime during this maintenance.
Jul 26, 17:03 EDT

Orecx

Completed - The scheduled maintenance has been completed.
Jul 27, 01:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 26, 23:01 EDT

Scheduled - Voice Engineering will be performing maintanance on July 26th starting at 11PM EST until 1:00AM. During this time call recordings will not get recorded as we restart services.
Jul 21, 11:01 EDT

Jul 26, 2020

ECS

Completed - The scheduled maintenance has been completed.
Jul 26, 13:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 26, 09:00 EDT

Scheduled - Evolve IP Alert: Maintenance
Dear Valued Client,

In order to provide you with the best service possible, we will upgrade your Evolve Contact Suite (ECS) environment to version 5.3.0 that offers new functionality:
When: Sunday, July 26th from 2:00 AM to 6:00 AM EDT

Impact: All ECS applications will experience a few minutes of downtime during this period. Note: The first time your users launch an application, they may receive a message from Microsoft Defender SmartScreen about an “unrecognized app”. This message is related to the use of a new certificate during the software development process. Please encourage your users to select Run anyway if they receive this message.
Release Highlights:
o Platform optimizations to the “Light Deploy” process that reduce resource consumption and improve scalability.
o A Supervisor can now select a custom break type when changing an Agent’s state.
o Added the ability to copy a Campaign that retains the original campaign’s definitions and agent assignments.
o The Agent application will remember the Business Process selected by the Agent for their entire session.
o When an Agent replies to an Email interaction, the incoming Email Alias will be inserted as the “Display Name” and the “Reply To Address” in the outgoing email response.
o Added a “Clear Disposition Code” activity to Setup.
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
Jul 21, 11:37 EDT

BaaS, ECS, VDC, Workspace

Completed - The scheduled maintenance has been completed.
Jul 26, 02:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 25, 22:01 EDT

Scheduled - We will be patching the network load balancers. These systems are configured in a high-availability configuration. The secondary system will be upgraded first, after a successful upgrade the primary system will be failed over and upgraded.
During the failover a slight delay may be noticed during an active connection, no connections should drop during the failover. At the most, you may be required to re-authenticate into your existing session.
Jul 24, 16:17 EDT

Jul 25, 2020

DaaS

Completed - The scheduled maintenance has been completed.
Jul 25, 20:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 25, 16:01 EDT

Update - We will be undergoing scheduled maintenance during this time.
Jul 24, 18:55 EDT

Update - This maintenance is only for Evolve IP associates and will not impact client DaaS services.
Jul 24, 18:54 EDT

Scheduled - The Evolve IP DaaS 3 platform will be unavailable Saturday July 25th, between the hours of 4 PM EST and 8 PM EST for scheduled security maintenance. If you will expect to be using your DaaS in this window, please reach out to Internal IT.
Jul 24, 17:24 EDT

Workspace

Completed - The scheduled maintenance has been completed.
Jul 25, 04:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 24, 22:00 EDT

Scheduled - We will be patching the network load balancers to provide the latest security updates. As the system was designed with high-availability we will only be patching them one at a time. After the secondary unit is patched we will fail the primary over and patch it. Connections will remain active during the failover and only a momentary delay may be experienced.
Jul 21, 14:00 EDT

Jul 24, 2020

Jul 23, 2020

ECS, DaaS, and Cloud Firewall intermittent connectivity

Resolved - The service impairment reported earlier has been resolved. Our engineers will continue to work with the underlying vendor (Cisco) to determine the root cause of the issue.
Jul 23, 15:28 EDT

Monitoring - At approximately 10:45AM EST on 7/23/2020 a switch within our West Coast availability zone experienced an issue that corrupted packets traversing it which subsequently caused problems for several services including but not limited to ECS, Cloud Connect, Cloud Firewall, and DaaS. We remediated that by forcing all traffic through the redundant supervisor in the switch and as of 11:45AM EST all services were functioning properly. Our engineers are verifying all services now and any clients who are still experiencing an issue are asked to contact our Client Support Center directly. We will continue working with the underlying vendor (Cisco) determine the root cause of the issue.
Jul 23, 12:02 EDT

Update - We are continuing to investigate this issue.
Jul 23, 11:43 EDT

Investigating - We are experiencing a network issue affecting services in our West data center. Engineering are actively investigating and we will provide updates as we have more information
Jul 23, 11:36 EDT

Identified - The issue has been identified and a fix is being implemented.
Jul 23, 11:32 EDT

Update - We are experiencing a network issue affecting services in our West data center. Engineering are actively investigating and we will provide updates as we have more information.
Jul 23, 11:32 EDT

Update - We are continuing to investigate this issue.
Jul 23, 11:21 EDT

Investigating - We are currently investigating this issue.
Jul 23, 11:19 EDT

Sync, Veeam, Zerto, vCenter

Completed - The scheduled maintenance has been completed.
Jul 23, 04:02 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 22, 22:00 EDT

Scheduled - In order to provide you with the best service possible, Evolve IP will be updating our compute platform.
When: Wednesday July 22nd at 10:00 PM to 4:00 AM EDT.
During this maintenance window, Sync Services will be unavailable. DaaS 2 Customers located in Las Vegas may experience issues connecting to DaaS, including provisioning during the maintenance time period. Zerto customers may not be able to replicate or perform a failover during the maintenance period.
Jul 21, 10:26 EDT

Broadsoft - UMS1, UMS11, UMS13, UMS15

Completed - The scheduled maintenance has been completed.
Jul 23, 00:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 22, 22:00 EDT

Scheduled - On July 22nd Evolve IP will be performing a brief network maintenance on our back-end UC-1 server cluster starting at 10PM EST and ending at 12AM EST. No impact to the applications is to be expected as there will be other servers available in the cluster to process traffic during the maintenance window.
Jul 22, 16:54 EDT

Jul 22, 2020

Jul 21, 2020

No incidents reported.

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