CM.com Status Page
We continuously monitor the status of our platform as well as external services we are using. If there are any interruptions in service, a note will be posted here.
For more information or any questions, please contact our Customer Service
Current information on Service Availability
Mobile Service Cloud - Issues answering native voice calls
Incident
Report for CM.com
Resolved
What happened
Today, some of our services experienced disruption following a release in which credentials for our Realtime service could not be read correctly during task processing. This had the potential to impact various parts of the platform, with the most significant effect on Native Voice Calls, which remained stuck in the queue and were not offered to available agents. Additionally, AI suggestions were not plotted in real time.
By 09:39, the issue had been fully resolved and all services were restored to normal.
What we are doing to prevent this in the future
This issue was introduced by a hotfix that bypassed our standard test pipeline. Going forward, we will run core regression tests before any hotfix is released to production, ensuring issues like this are caught early. In addition, we are adding monitoring and alerting to detect this type of disruption earlier and respond more quickly.
Closing
Our apologies for the inconvenience caused. We will work diligently to prevent this from happening again.
Today, some of our services experienced disruption following a release in which credentials for our Realtime service could not be read correctly during task processing. This had the potential to impact various parts of the platform, with the most significant effect on Native Voice Calls, which remained stuck in the queue and were not offered to available agents. Additionally, AI suggestions were not plotted in real time.
By 09:39, the issue had been fully resolved and all services were restored to normal.
What we are doing to prevent this in the future
This issue was introduced by a hotfix that bypassed our standard test pipeline. Going forward, we will run core regression tests before any hotfix is released to production, ensuring issues like this are caught early. In addition, we are adding monitoring and alerting to detect this type of disruption earlier and respond more quickly.
Closing
Our apologies for the inconvenience caused. We will work diligently to prevent this from happening again.
Monitoring
A fix has been implemented and we are monitoring the results.
Identified
The issue has been identified and a fix is being implemented.
Investigating
We are currently investigating this issue.
This incident affected: Mobile Service Cloud (Native Voice).