Trust

Operational

Maintenance October 9, 2017


Telephony Carrier Maintenance

Scheduled Start: 10/09/2017 10:00:00 PM MDT
Scheduled End: 10/10/2017 4:00:00 AM MDT

Products Affected

Call Quality
Inbound Calls

Regions Affected

North America

Notes

10/02/2017 12:52:07 PM MDT - The InsideSales.com Technology team has been informed that one of our data carriers will be conducting maintenance on Mon. October 9, 2017. The time frame for this maintenance will begin at 10:00 PM MDT (4:00 AM GMT-4) and is expected to finish at 4:00 AM MDT (10:00 GMT-4). This maintenance will focus on global traffic migration from a voice platform to an IP platform. End users may experience up to 5 minutes of downtime during the maintenance, where access of our products would be unavailable. The maintenance is being completed after hours to minimize customer impact. We appreciate your patience and will get this maintenance completed quickly. InsideSales.com Technology Team


Maintenance Calendar
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External Services

System Status Timeline

Playbooks
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Playbooks issue

2017-09-28

Incident Log

1:58 PM MDT

The InsideSales.com Technology team has detected a possible issue with Playbooks product. We will be posting additional information within the next 8 minutes. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

2:01 PM MDT

The InsideSales.com Technology team is observing an issue with Playbooks product. End users are able to log into the product and are experiencing slowness with tasks and people within the product. We are aware of the issue and are actively working to restore that functionality. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

2:30 PM MDT

The InsideSales.com Technology team has an update with Playbooks issue. As of 2:05pm MDT end users are able to log into the Playbooks product and make phone calls. Users are seeing a delay in loading Plays correctly. We are aware of the issue and are actively working to restore the Plays functionality. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

2:45 PM MDT

The InsideSales.com Technology team has an update concerning this Playbooks issue. Since 2:05pm MDT, end users are able to login and make phone calls with the Playbooks product. We will continue investigating the sporadic slowness in loading Plays. InsideSales.com Technology Team

State: Identified

Status: Operational

2:59 PM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident. At 2:59 MDT we restored service to the Plays functionality in the Playbooks product. InsideSales.com Technology Team

State:

Status: Operational

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Playbooks UI issue

2017-10-03

Incident Log

12:50 PM MDT

The InsideSales.com Technology team is observing an issue with Playbooks user interface. Some end users are experiencing after they make a phone call that the call button is not resetting itself so the user can make another phone call. End users are able to log into Playbooks and make the first initial call but the Call Button is not responding after that. We are aware of the issue and are actively working to restore service to Playbooks product. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

1:30 PM MDT

The InsideSales.com Technology team continues to actively investigate the issue Playbooks has, with some end users seeing the unresponsive behavior the Call button has in the user interface. We will continue to post updates to the trust site as we work through this issue. InsideSales.com Technology team

State: Investigating

Status: Degraded Performance

2:32 PM MDT

The InsideSales.com Technology team continues to actively investigate the issue Playbooks has, with some end users seeing the unresponsive behavior the Call button has in the user interface. We will continue to post updates to the trust site as we work through this issue. InsideSales.com Technology team

State: Investigating

Status: Degraded Performance

2:59 PM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident. At 1:51pm MDT we restored service to the Playbooks functionality specially the user interface issue with the call button. Those affected end users are able to move to the next record and interact with the call and hangup buttons. InsideSales.com Technology Team

State: Monitoring

Status: Operational

3:08 PM MDT

** Correction, the underlying issue was resolved at 2:52pm MDT ** InsideSales.com Technology Team

State: Monitoring

Status: Operational

4
5

Task Sync from Playbooks to SFDC

2017-10-05

Incident Log

10:42 AM MDT

The InsideSales.com Technology team is observing an issue with Playbooks product. A subset of end users are experiencing delays in tasks syncing from Playbooks to Salesforce. Only the task sync is affected, the ability to make phone calls, work through tasks and plays remains operational. We are aware of the issue and are actively working to restore service to the task sync. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

4:30 PM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident. At 4:30pm MDT we restored service to the task sync functionality in the Playbooks product. InsideSales.com Technology Team

State:

Status: Operational

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Task Sync from Playbooks to SFDC

2017-10-16

Incident Log

1:30 PM MDT

The InsideSales.com Technology team is observing an issue with the Playbooks product. A subset of end users are experiencing delays in tasks syncing from Playbooks to Salesforce. Only the task sync is affected, the ability to make phone calls, work through tasks and plays remains operational. We are aware of the issue and are actively working to restore service to the task sync. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

3:08 PM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident. At 3:02pm MDT we restored service to the task sync functionality in the Playbooks product. InsideSales.com Technology Team

State:

Status: Operational

17
PowerDialer LMP
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25

Sporadic Agent Leg not connecting

2017-09-25

Incident Log

8:10 AM MDT

The InsideSales.com Technology team is observing an issue with PowerDialer product. End users are experiencing a sporadic delay with connecting the agent leg to the PowerDialer. We are aware of the issue and are actively working to restore service to PowerDialer as quickly as possible. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

8:40 AM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident with sporadic delays in connecting the agent leg. At 8:40am MDT we restored service to the agent leg connecting correctly in the PowerDialer product. InsideSales.com Technology Team

State: Monitoring

Status: Operational

Agent leg connection issue

2017-09-25

Incident Log

3:00 PM MDT

The InsideSales.com Technology team has detected a possible issue with PowerDialer product. We will be posting additional information within the next 7 minutes. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

3:11 PM MDT

The InsideSales.com Technology team is observing an issue with a telephony carrier and it's ability to route telephony traffic correctly. We are working on removing that affected carrier. Some end users are experiencing either delays in or the inability to establish an agent leg. Current calls are not affected. We are aware of the issue and are actively working to restore service to establish the agent leg correctly. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

3:41 PM MDT

At 3:20pm the InsideSales.com Technology team has removed the affected carrier from our telephony routing. Since then we are seeing significant improvement with our telephony routing and are continuing to investigate the incident. InsideSales.com Technology Team

State: Identified

Status: Degraded Performance

4:39 PM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident. At 3:20pm MDT, InsideSales has routed around the carrier experiencing problems. In parallel, we are working with our upstream carriers to ensure their telephony is routing around the affected carrier related to this issue as well. We have restored the telephony functionality to the PowerDialer and will continue to monitor this situation. InsideSales.com Technology Team

State: Monitoring

Status: Operational

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PowerDialer Salesforce
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25

Sporadic Agent Leg not connecting

2017-09-25

Incident Log

8:10 AM MDT

The InsideSales.com Technology team is observing an issue with PowerDialer product. End users are experiencing a sporadic delay with connecting the agent leg to the PowerDialer. We are aware of the issue and are actively working to restore service to PowerDialer as quickly as possible. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

8:40 AM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident with sporadic delays in connecting the agent leg. At 8:40am MDT we restored service to the agent leg connecting correctly in the PowerDialer product. InsideSales.com Technology Team

State: Monitoring

Status: Operational

Agent leg connection issue

2017-09-25

Incident Log

3:00 PM MDT

The InsideSales.com Technology team has detected a possible issue with PowerDialer product. We will be posting additional information within the next 7 minutes. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

3:11 PM MDT

The InsideSales.com Technology team is observing an issue with a telephony carrier and it's ability to route telephony traffic correctly. We are working on removing that affected carrier. Some end users are experiencing either delays in or the inability to establish an agent leg. Current calls are not affected. We are aware of the issue and are actively working to restore service to establish the agent leg correctly. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

3:41 PM MDT

At 3:20pm the InsideSales.com Technology team has removed the affected carrier from our telephony routing. Since then we are seeing significant improvement with our telephony routing and are continuing to investigate the incident. InsideSales.com Technology Team

State: Identified

Status: Degraded Performance

4:39 PM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident. At 3:20pm MDT, InsideSales has routed around the carrier experiencing problems. In parallel, we are working with our upstream carriers to ensure their telephony is routing around the affected carrier related to this issue as well. We have restored the telephony functionality to the PowerDialer and will continue to monitor this situation. InsideSales.com Technology Team

State: Monitoring

Status: Operational

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30
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PowerDialer Dynamics
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30
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Lead Management Platform
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HD Forecast
18
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1
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Neuralytics
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Vision
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PowerStandings
18
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Call Quality
18
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Call Quality possible issues

2017-09-26

Incident Log

2:10 PM MDT

The InsideSales.com Technology team has detected a possible issue with call quality. We have received an increased number of reports concerning the quality our telephony traffic. We are actively looking into the issue. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

2:15 PM MDT

The InsideSales.com Technology team is observing an issue with call quality and the PowerDialer product. Some end users are experiencing their agent and/or client legs not connecting correctly. We are aware of the issue and are actively working to restore service to PowerDialer product. InsideSales.com Technology Team

State: Investigating

Status: Degraded Performance

2:47 PM MDT

The InsideSales.com Technology team has identified the underlying issue with this incident. At 2:46pm we restored service to the call quality and PowerDialer product. We are currently investigating root cause of this incident. We will provide additional updates here with that information. InsideSales.com Technology Team

State: Monitoring

Status: Operational

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Inbound Calls
18
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