Update - We are continuing to monitor for any further issues.
Dec 06, 2023 - 14:58 UTC
Dec 06, 2023 - 14:58 UTC
Monitoring - Dear Customers and Partners
We have identified the current incident to be related to a Direct Routing issue originating from Microsoft Teams.
Currently the teams toast not displaying any detail apart from the telephone number on client side.
We have raised this issue with Microsoft as our investigation has pointed the issue on their side.
If you are experiencing this issue, we encourage you to also raise it with Microsoft Services.
We will continue sharing the progress provided to us on this page.
thanks for your collaboration and understanding.
Dec 06, 2023 - 14:58 UTC
We have identified the current incident to be related to a Direct Routing issue originating from Microsoft Teams.
Currently the teams toast not displaying any detail apart from the telephone number on client side.
We have raised this issue with Microsoft as our investigation has pointed the issue on their side.
If you are experiencing this issue, we encourage you to also raise it with Microsoft Services.
We will continue sharing the progress provided to us on this page.
thanks for your collaboration and understanding.
Dec 06, 2023 - 14:58 UTC
Update - Dear Anywhere365 Customer & Partner,
We would like elaborate on the Attendant console for Teams maintenance planned for the EMEA region on 5 September 2023: https://status.anywhere365.io/incidents/lx36jpmgsfs5
This maintenance will be a partial update since it will update the Attendant Console to include the features and fixes introduced in MT2023.03 and MT2023.04 while at the same time, keep the contact search functionality running on the same version it is on currently to ensure minimal impact to the service and that the update will proceed successfully.
To highlight, these are the release notes related to the Desktop Integrator and ACS:
Introduction of ACS:
https://golive.anywhere365.io/release_notes/acft-release-notes/release-notes-attendant-console-teams-mt2023.04.htm
Additional documentation on how to enable ACS in the Attendant Console:
https://golive.anywhere365.io/platform_elements/attendant-console/attendant-console-for-teams/attendant-console-for-teams-acs.html
A workaround that enables operators to still use the Desktop Integrator in a browser (https://attendant.anywhere365.io)
Please view item 90900 in the below release note for more info:
https://golive.anywhere365.io/release_notes/acft-release-notes/release-notes-attendant-console-teams-mt2023.03.htm
Lastly, to ensure the fastest reaction time and communication flows in case of any issue during the maintenance, we have established extra capacity with a group of engineers that will be on duty monitoring incoming cases and are directly connected with relevant resources from other departments.
Best Regards,
Anywhere365 – Incident Management
Sep 01, 2023 - 07:51 UTC
We would like elaborate on the Attendant console for Teams maintenance planned for the EMEA region on 5 September 2023: https://status.anywhere365.io/incidents/lx36jpmgsfs5
This maintenance will be a partial update since it will update the Attendant Console to include the features and fixes introduced in MT2023.03 and MT2023.04 while at the same time, keep the contact search functionality running on the same version it is on currently to ensure minimal impact to the service and that the update will proceed successfully.
To highlight, these are the release notes related to the Desktop Integrator and ACS:
Introduction of ACS:
https://golive.anywhere365.io/release_notes/acft-release-notes/release-notes-attendant-console-teams-mt2023.04.htm
Additional documentation on how to enable ACS in the Attendant Console:
https://golive.anywhere365.io/platform_elements/attendant-console/attendant-console-for-teams/attendant-console-for-teams-acs.html
A workaround that enables operators to still use the Desktop Integrator in a browser (https://attendant.anywhere365.io)
Please view item 90900 in the below release note for more info:
https://golive.anywhere365.io/release_notes/acft-release-notes/release-notes-attendant-console-teams-mt2023.03.htm
Lastly, to ensure the fastest reaction time and communication flows in case of any issue during the maintenance, we have established extra capacity with a group of engineers that will be on duty monitoring incoming cases and are directly connected with relevant resources from other departments.
Best Regards,
Anywhere365 – Incident Management
Sep 01, 2023 - 07:51 UTC
Update - Dear Anywhere365 Customer & Partner,
We would like to provide an overview of the timeline as it stands right now.
Please note that depending on the outcome of upcoming releases these dates might change, but it will be announced here on our status page.
The first release of Attendant console for ACS will be at:
Date: August 15th 09:00PM UTC
Region: AMER/NORA
https://status.anywhere365.io/incidents/7gx3bjjjqphd
If no issues are encountered we will move onto the next release:
Date: August 15th 12:00PM UTC
Region: APAC
https://status.anywhere365.io/incidents/mp1510j1rgbw
We will monitor these releases for 1 week, if no issues are encountered we will move onto the next release.
Date: August 22th 18:00PM UTC
Region: EMEA
https://status.anywhere365.io/incidents/bv2vvg4125wk
More technical details will follow.
Thank you for your patience and understanding while we are working on a solution.
Best Regards,
Anywhere365 – Incident Management
Aug 04, 2023 - 11:57 UTC
We would like to provide an overview of the timeline as it stands right now.
Please note that depending on the outcome of upcoming releases these dates might change, but it will be announced here on our status page.
The first release of Attendant console for ACS will be at:
Date: August 15th 09:00PM UTC
Region: AMER/NORA
https://status.anywhere365.io/incidents/7gx3bjjjqphd
If no issues are encountered we will move onto the next release:
Date: August 15th 12:00PM UTC
Region: APAC
https://status.anywhere365.io/incidents/mp1510j1rgbw
We will monitor these releases for 1 week, if no issues are encountered we will move onto the next release.
Date: August 22th 18:00PM UTC
Region: EMEA
https://status.anywhere365.io/incidents/bv2vvg4125wk
More technical details will follow.
Thank you for your patience and understanding while we are working on a solution.
Best Regards,
Anywhere365 – Incident Management
Aug 04, 2023 - 11:57 UTC
Identified - Dear Anywhere365 Customer & Partner,
Our apologies for the delay in the update, but due to the complex nature of this issue it has taken longer than expected.
We would like to provide you with an important status update regarding the Desktop Integrator with an statement from our Product Owner.
Current Issue:
Although we have our test tenant running on a Beta ring and by having that we get deployed early versions of Teams, we have been surprised by the changes Microsoft has made in the latest versions of the Teams client. Specifically, the custom JavaScript function "window.open" is no longer supported, and there was no active communication on that change. We were using that function to connect to the Desktop Integrator when the Attendant Console is used in Teams.
Investigation and Impact:
Before the problems with the Desktop Integrator with the current Teams client arose, we had already initiated a process to determine the impact of the new Teams Preview client on various aspects, including the operation of the Desktop Integrator. However, due to the premature status of this new client and the limited information available, we have not yet been able to conclude on the possible integration with this new client.
Development and Release Plan:
Earlier this year, we started the development of bringing ACS (Azure Communication Services) into the Attendant Console to handle calls independently of the Teams client. The situation with the Desktop Integrator has urged us to expedite the development and release of this functionality.
Expected Release:
Our aim is to have a new release of the Attendant Console for Teams ready for release on the last week of August 2023. This new release will include all the new functionality of MT2023.03 together with ACS as MT2023.04.
New Functionality with ACS:
In this first version of the Attendant Console for Teams with ACS, we will provide the following features:
• Handling incoming calls in the queue.
• Direct and Consultative (cold and warm) transfers.
• Outgoing calls from the Attendant console.
• Changing the presence of Agents to Busy on a Call when handling Attendant Console calls.
• In addition to these call-related functions, all other non-call-related functions, such as contact search, callback notes, widgets, etc., will also be available.
Behavior Changes with ACS:
With the introduction of ACS, some changes in call handling behavior should be noted:
• ACS is mainly for handling calls picked up from the queue and not personal calls. A distinction will be made between queue calls, which will be handled in the Attendant Console, and personal calls, which will be handled in the Teams client.
• The Teams client will still need to be active to participate in chats and meetings, for presence, and for personal calls.
• When an agent is set to Busy in a Call due to handling a call in the Attendant Console, this status can be overruled by setting the presence in Teams itself.
• Deploying ACS will require customers to create a connection string in their Azure tenant, which will be configured in the Admin portal of the Attendant Console. Additional consent will be needed for this configuration.
GoLive and Release Date:
The procedure and manual for the additional ACS configuration will become available on GoLive prior to the actual release. For the exact release date, please keep an eye on our status page.
We understand the effect this has on your daily operations and are aware that the timeline towards the resolution is longer than we would have expected and liked to have this complex issue resolved.
We appreciate your understanding and patience as we work to resolve this issue and bring the enhanced functionality of Attendant Console for Teams with ACS as soon as possible.
Thank you for your continued support and cooperation.
Jul 24, 2023 - 09:25 UTC
Our apologies for the delay in the update, but due to the complex nature of this issue it has taken longer than expected.
We would like to provide you with an important status update regarding the Desktop Integrator with an statement from our Product Owner.
Current Issue:
Although we have our test tenant running on a Beta ring and by having that we get deployed early versions of Teams, we have been surprised by the changes Microsoft has made in the latest versions of the Teams client. Specifically, the custom JavaScript function "window.open" is no longer supported, and there was no active communication on that change. We were using that function to connect to the Desktop Integrator when the Attendant Console is used in Teams.
Investigation and Impact:
Before the problems with the Desktop Integrator with the current Teams client arose, we had already initiated a process to determine the impact of the new Teams Preview client on various aspects, including the operation of the Desktop Integrator. However, due to the premature status of this new client and the limited information available, we have not yet been able to conclude on the possible integration with this new client.
Development and Release Plan:
Earlier this year, we started the development of bringing ACS (Azure Communication Services) into the Attendant Console to handle calls independently of the Teams client. The situation with the Desktop Integrator has urged us to expedite the development and release of this functionality.
Expected Release:
Our aim is to have a new release of the Attendant Console for Teams ready for release on the last week of August 2023. This new release will include all the new functionality of MT2023.03 together with ACS as MT2023.04.
New Functionality with ACS:
In this first version of the Attendant Console for Teams with ACS, we will provide the following features:
• Handling incoming calls in the queue.
• Direct and Consultative (cold and warm) transfers.
• Outgoing calls from the Attendant console.
• Changing the presence of Agents to Busy on a Call when handling Attendant Console calls.
• In addition to these call-related functions, all other non-call-related functions, such as contact search, callback notes, widgets, etc., will also be available.
Behavior Changes with ACS:
With the introduction of ACS, some changes in call handling behavior should be noted:
• ACS is mainly for handling calls picked up from the queue and not personal calls. A distinction will be made between queue calls, which will be handled in the Attendant Console, and personal calls, which will be handled in the Teams client.
• The Teams client will still need to be active to participate in chats and meetings, for presence, and for personal calls.
• When an agent is set to Busy in a Call due to handling a call in the Attendant Console, this status can be overruled by setting the presence in Teams itself.
• Deploying ACS will require customers to create a connection string in their Azure tenant, which will be configured in the Admin portal of the Attendant Console. Additional consent will be needed for this configuration.
GoLive and Release Date:
The procedure and manual for the additional ACS configuration will become available on GoLive prior to the actual release. For the exact release date, please keep an eye on our status page.
We understand the effect this has on your daily operations and are aware that the timeline towards the resolution is longer than we would have expected and liked to have this complex issue resolved.
We appreciate your understanding and patience as we work to resolve this issue and bring the enhanced functionality of Attendant Console for Teams with ACS as soon as possible.
Thank you for your continued support and cooperation.
Jul 24, 2023 - 09:25 UTC
Update - Update - Dear Anywhere365 Customer & Partner,
Our developers continue working on an alternative for this feature.
In the meantime, we have released a new version of the desktop integrator to improve the experience using Attendant Console on the browser.
Download the Anywhere365 Desktop Integrator setup here:
https://delivery.anywhere365.io/deployment/msteams/Anywhere365IntegratorSetup.msi.
https://golive.anywhere365.io/platform_elements/attendant-console/additionalconfiguration/attendant-console-desktop-integrator-guide-teams.htm
We will update this communication next week.
Should you require further clarification or assistance, please follow regular contact channels through the ticketing system.
Thanks for your understanding and collaboration.
Best Regards,
Anywhere365 – Incident Management
Jul 07, 2023 - 15:07 UTC
Our developers continue working on an alternative for this feature.
In the meantime, we have released a new version of the desktop integrator to improve the experience using Attendant Console on the browser.
Download the Anywhere365 Desktop Integrator setup here:
https://delivery.anywhere365.io/deployment/msteams/Anywhere365IntegratorSetup.msi.
https://golive.anywhere365.io/platform_elements/attendant-console/additionalconfiguration/attendant-console-desktop-integrator-guide-teams.htm
We will update this communication next week.
Should you require further clarification or assistance, please follow regular contact channels through the ticketing system.
Thanks for your understanding and collaboration.
Best Regards,
Anywhere365 – Incident Management
Jul 07, 2023 - 15:07 UTC
Update - Dear Anywhere365 Customer & Partner,
We would like to inform you that we keep working on a resolution for this functionality disruption.
The incident is escalated to our dev team with a higher priority. A possible solution was expected to be released this week; however, we found some technical challenges and (undesired) side effects that require further investigation and we had to postpone it. We are since yesterday also investigating an alternative. We can´t confirm the exact ETA yet, but we expect to be able to include a fix on the next release scheduled for next week, we´ll confirm this on Friday, Jul 07, 2023.
In the meantime, we advise you to use Attendant Console on different browsers (URL: https://attendant.anywhere365.io), as this workaround has been confirmed to work for most of the customers impacted. The alternative to this workaround is to manually accept the call on Teams after accepting it on Attendant Console, this has been confirmed to work for all customers impacted.
We want to reassure you that although this issue only affects to the Desktop Integrator functionality – and not the core functionalities-, all resources supporting this product are involved in the investigation to ensure the fastest resolution possible, as we understand the impact this may have on your daily operations.
Should you require further clarification or assistance, please follow regular contact channels through the ticketing system.
Thanks for your understanding and collaboration.
Best Regards,
Anywhere365 – Incident Management
Jul 05, 2023 - 10:14 UTC
We would like to inform you that we keep working on a resolution for this functionality disruption.
The incident is escalated to our dev team with a higher priority. A possible solution was expected to be released this week; however, we found some technical challenges and (undesired) side effects that require further investigation and we had to postpone it. We are since yesterday also investigating an alternative. We can´t confirm the exact ETA yet, but we expect to be able to include a fix on the next release scheduled for next week, we´ll confirm this on Friday, Jul 07, 2023.
In the meantime, we advise you to use Attendant Console on different browsers (URL: https://attendant.anywhere365.io), as this workaround has been confirmed to work for most of the customers impacted. The alternative to this workaround is to manually accept the call on Teams after accepting it on Attendant Console, this has been confirmed to work for all customers impacted.
We want to reassure you that although this issue only affects to the Desktop Integrator functionality – and not the core functionalities-, all resources supporting this product are involved in the investigation to ensure the fastest resolution possible, as we understand the impact this may have on your daily operations.
Should you require further clarification or assistance, please follow regular contact channels through the ticketing system.
Thanks for your understanding and collaboration.
Best Regards,
Anywhere365 – Incident Management
Jul 05, 2023 - 10:14 UTC
Investigating - We would like to provide you with an important status update regarding the Desktop Integrator for Attendant Console for Teams. We are aware of an issue that is affecting the functionality of the Desktop Integrator due to the new Teams update that was rolled out last week.
As a result of this update, the Desktop Integrator is currently not working as intended. We understand the inconvenience this may cause, and we want to assure you that our team is working diligently to address the issue.
It is important to note that this issue only impacts the functionality of the Desktop Integrator. Our core product, Attendant Console for Teams, is still working as intended. However, please be aware that for the time being, users will need to manually answer calls within Teams while using the Attendant Console.
We apologize for any disruption or inconvenience this may cause in your daily operations. As soon as we have any updates or solutions, we will notify you here on our status page.
Jun 30, 2023 - 07:24 UTC
As a result of this update, the Desktop Integrator is currently not working as intended. We understand the inconvenience this may cause, and we want to assure you that our team is working diligently to address the issue.
It is important to note that this issue only impacts the functionality of the Desktop Integrator. Our core product, Attendant Console for Teams, is still working as intended. However, please be aware that for the time being, users will need to manually answer calls within Teams while using the Attendant Console.
We apologize for any disruption or inconvenience this may cause in your daily operations. As soon as we have any updates or solutions, we will notify you here on our status page.
Jun 30, 2023 - 07:24 UTC
EMEA
Partial Outage
Dialogue Platform
?
Operational
WebAgent
Operational
Session Border Controllers
Operational
Loadbalancers
Operational
Federation
Operational
Firewall
Operational
Direct Routing
Partial Outage
Teams Attendant
Operational
Dialogue Studio
Operational
Attendant Console for Microsoft Teams
Operational
Attendant Console for Dialogue Cloud
Operational
AMER
Operational
Dialogue Platform
Operational
WebAgent
Operational
Session Border Controllers
Operational
Loadbalancers
Operational
Federation
Operational
Firewall
Operational
Direct Routing
Operational
Teams Attendant
Operational
Dialogue Studio
Operational
Attendant Console for Microsoft Teams
Operational
Attendant Console for Dialogue Cloud
Operational
APAC
Operational
Dialogue Platform
Operational
WebAgent
Operational
Session Border Controllers
Operational
Loadbalancers
Operational
Firewall
Operational
Direct Routing
Operational
Teams Attendant
Operational
Dialogue Studio
Operational
Attendant Console for Microsoft Teams
Operational
Attendant Console for Dialogue Cloud
Operational
Teams Attendant
Operational
Partner Portal
Operational
Broadworks
Operational
Support Portal
Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Scheduled Maintenance
Anywhere365 Webagent | EMEA | Bootstrapper Update
Dec 7, 2023 21:00-22:00 UTC
Dear Anywhere365 Customer & Partner,
We would like to inform you of the upcoming maintenance window for the Webagent Front End.
This maintenance window targets an update to the Bootstrapper the Webagent uses.
The update contains a bugfix to the mechanism and addresses a very rare but high impact scenario which would cause outages due to an unintended excess generation of sign in entries in the Database for already expired sessions.
This change will be a regional rollout and there will therefore be 3 separate status page announcements reflecting the timing of the rollout per region.
When will this change take place:
EMEA December 7th 2023 21:00PM UTC
Which platforms are affected by this maintenance:
Dialogue Cloud V2 and Dialogue Cloud V3 - Webagent ONLY
Will there be dowtime/disruption expected during this maintenance:
for already started user sessions (signed in) there will be no difference, for users attempting to sign in at the time of the change, there will be a brief 5 minute window in which they will experience the sign in to not occur.
A simple wait for a few minutes, and refresh, sign back in action is all that is required.
We apologize for the short notice, and appreciate your understanding
Best Regards
Anywhere365 Cloud Team
Posted on Nov 23, 2023 - 16:06 UTC
We would like to inform you of the upcoming maintenance window for the Webagent Front End.
This maintenance window targets an update to the Bootstrapper the Webagent uses.
The update contains a bugfix to the mechanism and addresses a very rare but high impact scenario which would cause outages due to an unintended excess generation of sign in entries in the Database for already expired sessions.
This change will be a regional rollout and there will therefore be 3 separate status page announcements reflecting the timing of the rollout per region.
When will this change take place:
EMEA December 7th 2023 21:00PM UTC
Which platforms are affected by this maintenance:
Dialogue Cloud V2 and Dialogue Cloud V3 - Webagent ONLY
Will there be dowtime/disruption expected during this maintenance:
for already started user sessions (signed in) there will be no difference, for users attempting to sign in at the time of the change, there will be a brief 5 minute window in which they will experience the sign in to not occur.
A simple wait for a few minutes, and refresh, sign back in action is all that is required.
We apologize for the short notice, and appreciate your understanding
Best Regards
Anywhere365 Cloud Team
Posted on Nov 23, 2023 - 16:06 UTC