Is White Label Communications down?

Hello Partners, We are currently investigating issues with the Atlas portal being slow to respond. You may experience issues with logging into the portal and loading the call center. Regards, WLC Management

Hello Partners, The Atlas portal has returned back to a stable condition. We are still investigating the root cause and will continue to monitor the situation. If you have any further issues, please reach out to support, 2159874500. Regards, WLC Management

Hello Partners, We have monitored the situation and have not seen any further issues causing the portal slowness experienced yesterday. If you have any further issues, please contact Support. Regards, WLC Management

Hello Partners, Engineering has identified an issue with high load on one of the backend servers that was affected by the upgrade. At this time we have not received any reports of any issues. However, you may experience issues with the Atlas Portal and Call Center Console. Yesterday, engineering identified and addressed a performance issue related to the recent platform update that impacted some real-time web features. Several fixes and capacity improvements have been implemented.

Hello Partners, Our engineers are isolating the root cause and working on corrective actions to control the server spike. The Executive team is engaged and reviewing the matter. We will have another update within the hour. Regards, WLC Management

Hello Partners, Engineering and development are still heavily involved with coordinated efforts to resolve this issue. We should have another update in the next couple of hours. Regards, WLC Management

Hello Partners, Engineering and development are still analyzing the logs trying to identify the source of what is causing the issue. We believe the portal issues have stabilized while we're reaching the end of the normal peak hours. We don't expect any further updates until tomorrow morning as they work through the night. Thank you for your patience. Regards, WLC Management

Hello Partners, Engineering and development implemented some changes to the backend for load balancing and reduce the number of simultaneous connections that were occurring. Restarts have been done on each of the nodes for the changes. There was no impact to service during this time. These steps have been taken to help reduce the load during peak hours. We will monitor overnight and tomorrow to see how things perform. Further updates will be provided tomorrow morning. Regards, WLC Management

Hello Partners, So far, we have not experienced any instability in the network, but engineering is still working on improvements. Engineering is currently working on testing a service pack that will be deployed that should handle call events more efficiently. This is currently being installed and verified in our staging environment. The goal is to deploy this to our GRR node and see how it performs. We'll have another update once they've completed the update. Regards, WLC Management

Hello Partners, We have successfully deployed a patch to our PHL node and plan to roll out to the remaining nodes overnight. We will continue to monitor the network and will have another update tomorrow morning. Regards, WLC Management

Hello Partners, Last night engineering completed a service pack release to the backend nodes, which will improve load performance on the node. They are currently monitoring today to see how things perform. We're still looking into call stats in the Boomea client not showing Answered Calls. We will have another update this afternoon. Regards, WLC Management

Hello Partners, We have seen an improvement of performance today with the changes made and experienced no interruptions of service. We are still looking into the call center tile issue where call stats aren't updating for answered calls. We'll have another update Monday morning. Regards, WLC Management

Hello Partners, We have monitored over the last several days and believe that the fixes we put in place to address load performance on the nodes have helped. Yesterday a fix was implemented for the call center console to address the agent tile call stats to show answered calls. If you have any further issues, please contact Support. Regards, WLC Management

Hello Partner, We have identified an issue with the device user's DND setting sending an incorrect cause code causing calls to follow the Not Answered setting rather than the DND setting. We have asked engineering to investigate the cause. Next update will be provided by 9AM tomorrow morning. Regards, WLC Management

Hello Partners, Our engineering team is still reviewing. Further call examples were provided so they can review and determine the root cause. We'll have another update this afternoon. Regards, WLC Management

Hello Partners, At this time there are no updates. Engineering and development have focused their efforts on the platform instability and hope to be able to look at the data we sent them later tonight or tomorrow morning. We will have another update tomorrow morning. Thank you for your patience. Regards, WLC Management

Hello Resellers, Engineering is still reviewing this. We are in the process of gathering some information to make a change in our staging environment for testing. Once we have verified this is working in our staging environment we will come up with the necessary steps to deploy to production. We'll have another update this afternoon. Regards, WLC Management

Hello Partners, We are still working with engineering on this. They have been focused on prioritizing the network performance to further stabilize the platform. We will continue to push for a resolution on this and will have another update tomorrow morning. Regards, WLC Management

Hello Partners, We have tested a potential solution to the DND/Busy routing issue in our staging environment. Further testing will be done on a production account before engineering and development can come up with the actions needed for roll out. We'll have another update by 4PM. Regards, WLC Management

Hello Partners, Engineering has developed a solution that is being rolled out tonight that will address a portion of the DND/busy routing situations. The remaining call flows that aren’t fixed by this patch will be fixed next week with another patch. We will provide another update Monday morning. Regards, WLC Management

Hello Partners, A fix was implemented Friday to address the busy routing treatment after the 5.4 upgrade. If you have any further issues, please reach out to Support. Regards, WLC Management

Hello Partners, We are aware of an issue with the Boomea Call Center where an agent is not able to login/out of the call center after last night's maintenance to upgrade the platform to 5.4. We are actively working on this with our vendor to resolve the issue. There is a temporary workaround to use a ring group strategy rather than queues until this is fixed.

Hello Partners, We are continuing to work with our vendor to resolve the issue. We have identified the issue is only occurring with the Boomea desktop client. An agent logging in to the queue using a desk phone or softphone client will work. Issues being reported and currently investigating: Agent Login/out Click 2 Call Quick Call My Phone Page Further updates will be provided shortly. Regards, WLC Management

Hello Partners, Most of the issues with Boomea have been resolved. We have had a couple of reports where call transfers are failing. We are currently reviewing and continuing to work with engineering and the vendor on this matter. Regards, WLC Management

Hello Partners, At this time, the engineering team is still working to resolve the issue. Regards, WLC Management

Hello Partners, Engineering is continuing to investigate the issue. They believe this may be affecting a small set of customers using Allworx PBX. They are still in the process of coming up with a resolution. If you have any customers experiencing any issues outside of this, please contact support so we can investigate. Further updates will be provided tomorrow morning starting at 9AM. Regards, WLC Management

Hello Partners, Engineering has deployed a patch to our staging environment, and we are currently testing to verify this fixes the issue with the Allworx PBX and does not affect anything else after we deploy this to production. We expect all of our testing to be completed by late afternoon. We'll have another update then to advise if this patch can be deployed to production. Regards, WLC Management

Hello Partners, Engineering has completed rolling out a patch, which fixed an issue with the Allworx transfer interop problem. We will monitor over the next 24 hours to make sure no further issues come up. If you are experiencing any issues, please let support know. Regards, WLC Management

The maintenance is complete and issues that arose over the weekend have been addressed. If you have an agent not behaving correctly, please have them log out first. If you have any issues, please reach out to the support team. Regards, WLC Management

We are currently investigating an issue impacting the boomea call center console and Queue calls.

We are continuing to investigate the issue.

We are continuing to investigate the issues. If you are experiencing issues, please have all queue agents log out using the Star codes to start a fresh session. *62 log out *60 Log in *61 Set ready If you are having continued issues, please report your impacted customers to [email protected]

The issue has been identified and a fix is being worked on. If you have agents unable to log in at this time please provide the account and impacted users to the support team.

The support team has an available correction for any partners still experiencing issues with the call center. Please contact [email protected] for assistance.

We are seeing service restored. If you are still having issues with any agents, please contact support. We will be performing queue restarts this evening. If you have any questions, please contact us.

This incident is being noted as resolved. Please contact support if there are any continued issues.