BluIP Status

Resolved: Status: Resolved

Update The fix has been implemented and the affected service pack has been removed. Our engineering team has confirmed recovery across the affected services, and the reported behavior is no longer occurring.

Our vendor is conducting a detailed analysis to determine the full root cause and confirm the corrective actions taken. Once complete, a formal root cause analysis (RCA) will be made available upon request.

This incident is now considered resolved. If you experience any further issues, please contact BluIP support at [email protected]. Thank you for your patience in this matter.

Monitoring: Status: Monitoring

A fix has been implemented and the affected service has been removed from affected users. Our engineering team has confirmed initial recovery across the affected services, and the reported behavior should no longer occur.

We are continuing to monitor closely to ensure stability before fully closing this incident. If you continue to experience any issues, please contact support [email protected]. Our vendor is currently conducting a detailed analysis of the underlying issue to determine the full root cause and confirm the corrective actions taken. Once this analysis has been completed and reviewed, a formal root cause analysis (RCA) will be made available upon request, including the findings and any preventive measures identified to reduce the likelihood of recurrence.

Identified: Status: Identified

Update

Our engineering team, working alongside our vendor, has traced this issue to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported.

As part of the resolution, we are removing the affected service pack identified as the source of this behavior. Removing this component is expected to address the underlying bug and restore normal operation across the affected services. Once the removal is complete, we will continue to monitor closely to confirm recovery and ensure the issue does not recur.

We will provide a further update as this work progresses.

Investigating: INCIDENT — AIVA Console: Intermittent service issues Status: Investigating

Affected service: AIVA Console (agent state / call handling / monitoring)

Impact: Intermittent — affecting agent availability, call transfers, and real-time reporting accuracy

Summary We are investigating multiple reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover.

Additionally, AIVA Console users may experience multiple calls being delivered from the queue even while they are already on a call. We are investigating this behavior.

Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. We will provide an update as more information becomes available.

Investigating: Status: Investigating Affected service: AIVA Console (agent state / call handling / monitoring) Impact: Intermittent — affecting agent availability, call transfers, and real-time reporting accuracy

Summary We are investigating reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover.

Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. Thank you for your patience in this matter; we will provide an update as more information becomes available.

Resolved: Status: Resolved

Update The fix has been implemented and the affected service pack has been removed. Our engineering team has confirmed recovery across the affected services, and the reported behavior is no longer occurring.

Our vendor is conducting a detailed analysis to determine the full root cause and confirm the corrective actions taken. Once complete, a formal root cause analysis (RCA) will be made available upon request.

This incident is now considered resolved. If you experience any further issues, please contact BluIP support at [email protected]. Thank you for your patience in this matter.

Monitoring: Status: Monitoring

A fix has been implemented and the affected service has been removed from affected users. Our engineering team has confirmed initial recovery across the affected services, and the reported behavior should no longer occur.

We are continuing to monitor closely to ensure stability before fully closing this incident. If you continue to experience any issues, please contact support [email protected]. Our vendor is currently conducting a detailed analysis of the underlying issue to determine the full root cause and confirm the corrective actions taken. Once this analysis has been completed and reviewed, a formal root cause analysis (RCA) will be made available upon request, including the findings and any preventive measures identified to reduce the likelihood of recurrence.

Identified: Status: Identified

Update

Our engineering team, working alongside our vendor, has traced this issue to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported.

As part of the resolution, we are removing the affected service pack identified as the source of this behavior. Removing this component is expected to address the underlying bug and restore normal operation across the affected services. Once the removal is complete, we will continue to monitor closely to confirm recovery and ensure the issue does not recur.

We will provide a further update as this work progresses.

Investigating: INCIDENT — AIVA Console: Intermittent service issues Status: Investigating

Affected service: AIVA Console (agent state / call handling / monitoring)

Impact: Intermittent — affecting agent availability, call transfers, and real-time reporting accuracy

Summary We are investigating multiple reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover.

Additionally, AIVA Console users may experience multiple calls being delivered from the queue even while they are already on a call. We are investigating this behavior.

Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. We will provide an update as more information becomes available.

Investigating: Status: Investigating Affected service: AIVA Console (agent state / call handling / monitoring) Impact: Intermittent — affecting agent availability, call transfers, and real-time reporting accuracy

Summary We are investigating reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover.

Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. Thank you for your patience in this matter; we will provide an update as more information becomes available.

Resolved: Status: Resolved

Update The fix has been implemented and the affected service pack has been removed. Our engineering team has confirmed recovery across the affected services, and the reported behavior is no longer occurring.

Our vendor is conducting a detailed analysis to determine the full root cause and confirm the corrective actions taken. Once complete, a formal root cause analysis (RCA) will be made available upon request.

This incident is now considered resolved. If you experience any further issues, please contact BluIP support at [email protected]. Thank you for your patience in this matter.

Monitoring: Status: Monitoring

A fix has been implemented and the affected service has been removed from affected users. Our engineering team has confirmed initial recovery across the affected services, and the reported behavior should no longer occur.

We are continuing to monitor closely to ensure stability before fully closing this incident. If you continue to experience any issues, please contact support [email protected]. Our vendor is currently conducting a detailed analysis of the underlying issue to determine the full root cause and confirm the corrective actions taken. Once this analysis has been completed and reviewed, a formal root cause analysis (RCA) will be made available upon request, including the findings and any preventive measures identified to reduce the likelihood of recurrence.

Identified: Status: Identified

Update

Our engineering team, working alongside our vendor, has traced this issue to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported.

As part of the resolution, we are removing the affected service pack identified as the source of this behavior. Removing this component is expected to address the underlying bug and restore normal operation across the affected services. Once the removal is complete, we will continue to monitor closely to confirm recovery and ensure the issue does not recur.

We will provide a further update as this work progresses.

Investigating: INCIDENT — AIVA Console: Intermittent service issues Status: Investigating

Affected service: AIVA Console (agent state / call handling / monitoring)

Impact: Intermittent — affecting agent availability, call transfers, and real-time reporting accuracy

Summary We are investigating multiple reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover.

Additionally, AIVA Console users may experience multiple calls being delivered from the queue even while they are already on a call. We are investigating this behavior.

Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. We will provide an update as more information becomes available.

Investigating: Status: Investigating Affected service: AIVA Console (agent state / call handling / monitoring) Impact: Intermittent — affecting agent availability, call transfers, and real-time reporting accuracy

Summary We are investigating reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover.

Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. Thank you for your patience in this matter; we will provide an update as more information becomes available.

Resolved: Status: Resolved

Update The fix has been implemented and the affected service pack has been removed. Our engineering team has confirmed recovery across the affected services, and the reported behavior is no longer occurring.

Our vendor is conducting a detailed analysis to determine the full root cause and confirm the corrective actions taken. Once complete, a formal root cause analysis (RCA) will be made available upon request.

This incident is now considered resolved. If you experience any further issues, please contact BluIP support at [email protected]. Thank you for your patience in this matter.

Monitoring: Status: Monitoring

A fix has been implemented and the affected service has been removed from affected users. Our engineering team has confirmed initial recovery across the affected services, and the reported behavior should no longer occur.

We are continuing to monitor closely to ensure stability before fully closing this incident. If you continue to experience any issues, please contact support [email protected]. Our vendor is currently conducting a detailed analysis of the underlying issue to determine the full root cause and confirm the corrective actions taken. Once this analysis has been completed and reviewed, a formal root cause analysis (RCA) will be made available upon request, including the findings and any preventive measures identified to reduce the likelihood of recurrence.

Monitoring: Status: Identified

Update

Our engineering team continues to work on this issue alongside our vendor. As part of the resolution, we are removing the affected service pack identified as the source of the reported behavior. Removing this component is expected to address the underlying bug and restore normal operation across the affected services.

Once the removal is complete, we will continue to monitor closely to confirm recovery and ensure the issue does not recur. We will provide a further update as this work progresses.

Identified: Status: Identified

Update Our engineering team has traced these issues to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported. We are working with our vendor to resolve the issue and are actively working to implement a fix.

This root cause seems to account for the reported behavior across all affected services. We will provide an update as the fix progresses.

Identified: Status: Identified

Update Our engineering team has traced these issues to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported. We are working with our vendor to resolve the issue and are actively working to implement a fix.

This root cause seems to account for the reported behavior across all affected services. We will provide an update as the fix progresses.

Investigating: Status: Investigating

Impact: Intermittent — affecting call delivery across call centers

Summary

We are investigating reports of multiple calls being delivered from the call center queue to users who are already engaged on an active call. Under normal operation, a user on a call should not receive additional calls from the queue until they have completed their current call and returned to an available state. In the affected scenario, users may receive one or more additional calls from the queue while still on a call, resulting in disrupted call handling.

This behavior appears to be intermittent and may not affect all call centers. Our engineering team is actively investigating to determine the root cause.

Workaround

None at this time. We will provide an update as more information becomes available. Thank you for your patience in this matter.