Xima Software - AWS Service Outage - Agent Client Web Phone – Incident details

All systems operational

AWS Service Outage - Agent Client Web Phone

Resolved
Degraded performance
Started about 1 month agoLasted about 4 hours

Affected

Voice

Degraded performance from 3:00 PM to 5:45 PM, Operational from 5:45 PM to 7:00 PM

Agent Client Web Phone

Degraded performance from 3:00 PM to 5:45 PM, Operational from 5:45 PM to 7:00 PM

Updates
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring

    The servers have been restored and the Agent Client Web Phone performance has recovered. We will continue monitoring to ensure we remain operational.

  • Identified
    Update

    AWS resolved the issue on their end. We are now restoring the other servers.

  • Identified
    Identified

    We have discovered that all but one server that the Xima CCaaS web phones rely on became out of service. As a result all calls were sent to a single server that soon became overloaded, resulting in an intermittent web phone experience.

    We discovered that our hosted provider, AWS, had a service issue that impacted these servers. This also impacted the tooling within AWS that is required for our team to quickly resolve the issue and restore the hosted services. We are working with them to resolve the issue.