Aug <var data-var='date'>19</var>, <var data-var='time'>12:10</var> CDT Resolved - This incident has been resolved. Aug <var data-var='date'>19</var>, <var data-var='time'>08:18</var> CDT Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>19</var>, <var data-var='time'>07:44</var> CDT Investigating - We are currently investigating a partial service degradation in the US-SouthWest (LAX) Region impacting bridge connectivity for a subset of customers.

ControlOne partial service degradation in the US-SouthWest (LAX) Region

Aug <var data-var='date'>15</var>, <var data-var='time'>23:00</var> CDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>15</var>, <var data-var='time'>21:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>13</var>, <var data-var='time'>14:47</var> CDT Scheduled - We will be performing scheduled database maintenance on Saturday to upgrade our database infrastructure. During this maintenance window, the affected services may experience temporary downtime or limited availability. This may affect calls to and from mobile applications, as well as authentication-related functionality, including logging in to the application. Customers may be unable to access certain services while the maintenance is in progress. We expect service to be fully restored once the maintenance is complete. We will provide updates as the maintenance begins, progresses, and concludes. Thank you for your patience and understanding.

Database Maintenance – Scheduled Downtime

Aug <var data-var='date'>14</var>, <var data-var='time'>09:34</var> CDT Resolved - This incident has been resolved. Aug <var data-var='date'>14</var>, <var data-var='time'>07:47</var> CDT Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>14</var>, <var data-var='time'>07:33</var> CDT Identified - We have identified an issue affecting ControlOne Agent geolocation services. Agents may intermittently fail a location in the portal, or fail a device posture check that requires a location fix. As a workaround partners can remove geolocation from the policy.

ControlOne geolocation services degraded

Aug <var data-var='date'>14</var>, <var data-var='time'>01:45</var> CDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>13</var>, <var data-var='time'>22:45</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>13</var>, <var data-var='time'>22:37</var> CDT Scheduled - We will be performing scheduled maintenance in the US-SouthEast(ATL) region. During the maintenance window, a subset of customers may experience a brief interruption of service as we make improvements to the region. Our team will work to complete the maintenance as quickly as possible. We appreciate your patience as we continue to enhance the reliability and performance of our services. If you have any questions or need assistance, please contact Cytracom Support at support@cytracom.com or 877-411-2987.

ControlOne US-Southeast (ATL) Scheduled Maintenance

Aug <var data-var='date'>14</var>, <var data-var='time'>01:00</var> CDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>13</var>, <var data-var='time'>23:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>13</var>, <var data-var='time'>22:40</var> CDT Scheduled - We will be performing scheduled maintenance in the US-SouthCentral (DFW) region. During the maintenance window, a subset of customers may experience a brief interruption of service as we make improvements to the region. Our team will work to complete the maintenance as quickly as possible. We appreciate your patience as we continue to enhance the reliability and performance of our services. If you have any questions or need assistance, please contact Cytracom Support at support@cytracom.com or 877-411-2987.

ControlOne US-SouthCentral (DFW) Scheduled Maintenance

Aug <var data-var='date'>13</var>, <var data-var='time'>21:22</var> CDT Resolved - This incident has been resolved. Aug <var data-var='date'>13</var>, <var data-var='time'>17:09</var> CDT Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>13</var>, <var data-var='time'>16:06</var> CDT Identified - The issue has been identified and a fix is being implemented. Aug <var data-var='date'>13</var>, <var data-var='time'>15:10</var> CDT Investigating - We are currently investigating an issue causing a subset of ControlOne Sites to report an incorrect ISP status in the ControlOne portal. This is a visual problem only and does not impact site connectivity.

ControlOne site status reporting

Aug <var data-var='date'>11</var>, <var data-var='time'>14:47</var> CDT Resolved - This incident has been resolved. Aug <var data-var='date'>11</var>, <var data-var='time'>11:55</var> CDT Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>11</var>, <var data-var='time'>08:29</var> CDT Investigating - We are currently investigating a partial service degradation in the US-Southeast (ATL) Region.

ControlOne partial service degradation in the US-Southeast (ATL) Region

Aug <var data-var='date'> 7</var>, <var data-var='time'>16:57</var> CDT Resolved - This incident has been resolved. Aug <var data-var='date'> 7</var>, <var data-var='time'>16:18</var> CDT Identified - We are investigating an issue that is causing ControlOne's Management portal and device management API to respond to configuration changes more slowly than usual. The management portal may appear unresponsive until this clears.

ControlOne API + Management portal increased load times.

Aug <var data-var='date'> 7</var>, <var data-var='time'>01:00</var> CDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'> 6</var>, <var data-var='time'>22:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'> 6</var>, <var data-var='time'>13:52</var> CDT Scheduled - We will be performing scheduled maintenance in the US-SouthCentral (DFW) region. During the maintenance window, a subset of customers may experience a brief interruption of service as we make improvements to the region. Our team will work to complete the maintenance as quickly as possible. We appreciate your patience as we continue to enhance the reliability and performance of our services. If you have any questions or need assistance, please contact Cytracom Support at support@cytracom.com or 877-411-2987.

Jul <var data-var='date'>30</var>, <var data-var='time'>16:55</var> CDT Resolved - This incident has been resolved. Jul <var data-var='date'>30</var>, <var data-var='time'>11:07</var> CDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>30</var>, <var data-var='time'>10:36</var> CDT Investigating - We have identified an issue causing a partial service degradation for a subset of customers in the US-SouthCentral ControlOne region. ControlOne Bridges may experience intermittent connectivity ControlOne Agents may experience intermittent connectivity or "Retrying" status

ControlOne partial service degradation in the US-SouthCentral (DFW) Region

Jul <var data-var='date'>30</var>, <var data-var='time'>16:25</var> CDT Resolved - This incident has been resolved. We have implemented an extra step so the automated config management doesn't trigger outside a declared maintenance window. We apologize for the disruption caused by this. Jul <var data-var='date'>30</var>, <var data-var='time'>13:16</var> CDT Monitoring - A fix has been implemented and we the calls are flowing as usual. We are closely monitoring for any other issues. Jul <var data-var='date'>30</var>, <var data-var='time'>13:10</var> CDT Identified - We are investigating an issue impacting inbound and outbound call failures. We we identified an incorrect configuration that caused this issue. We are working on a fix and will update soon.

UCaaS: Inbount/Outbound Calls Failing

Jul <var data-var='date'>21</var>, <var data-var='time'>23:12</var> CDT Resolved - This incident has been resolved. Jul <var data-var='date'>21</var>, <var data-var='time'>09:12</var> CDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>21</var>, <var data-var='time'>08:44</var> CDT Investigating - We have identified an issue causing a partial service degradation for a 15% subset of customers in the US-Southeast ControlOne region. ControlOne Bridges may experience intermittent connectivity ControlOne Agents may experience intermittent connectivity or "Retrying" status

Jul <var data-var='date'>17</var>, <var data-var='time'>00:30</var> CDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>16</var>, <var data-var='time'>22:30</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>16</var>, <var data-var='time'>11:44</var> CDT Scheduled - We will be performing scheduled maintenance in the US-NorthEast (EWR) region. During the maintenance window, a subset of customers may experience a brief interruption of service as we make improvements to the region. Our team will work to complete the maintenance as quickly as possible. We appreciate your patience as we continue to enhance the reliability and performance of our services. If you have any questions or need assistance, please contact Cytracom Support at support@cytracom.com or 877-411-2987.

ControlOne US-NorthEast (NY/NJ) Scheduled Maintenance

Jul <var data-var='date'>15</var>, <var data-var='time'>01:00</var> CDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>14</var>, <var data-var='time'>23:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>14</var>, <var data-var='time'>13:03</var> CDT Scheduled - We will be performing scheduled maintenance in the US-SouthCentral (DFW) region. During the maintenance window, a subset of customers may experience a brief interruption of service as we make improvements to the region. Our team will work to complete the maintenance as quickly as possible. We appreciate your patience as we continue to enhance the reliability and performance of our services. If you have any questions or need assistance, please contact Cytracom Support at support@cytracom.com or 877-411-2987.

Jul <var data-var='date'>15</var>, <var data-var='time'>00:30</var> CDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>14</var>, <var data-var='time'>22:30</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>14</var>, <var data-var='time'>13:00</var> CDT Scheduled - We will be performing scheduled maintenance in the US-Southeast (ATL) region. During the maintenance window, a subset of customers may experience a brief interruption of service as we make improvements to the region. Our team will work to complete the maintenance as quickly as possible. We appreciate your patience as we continue to enhance the reliability and performance of our services. If you have any questions or need assistance, please contact Cytracom Support at support@cytracom.com or 877-411-2987.

Jul <var data-var='date'>10</var>, <var data-var='time'>04:30</var> CDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>10</var>, <var data-var='time'>03:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'> 9</var>, <var data-var='time'>15:49</var> CDT Scheduled - We will be performing scheduled maintenance in the US-Southwest (LAX) region. During the maintenance window, a subset of customers may experience a brief interruption of service as we make improvements to the region. Our team will work to complete the maintenance as quickly as possible. We appreciate your patience as we continue to enhance the reliability and performance of our services. If you have any questions or need assistance, please contact Cytracom Support at support@cytracom.com or 877-411-2987.

ControlOne US-Southwest (LAX) Scheduled Maintenance

Jul <var data-var='date'>10</var>, <var data-var='time'>02:30</var> CDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>10</var>, <var data-var='time'>01:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'> 9</var>, <var data-var='time'>15:46</var> CDT Scheduled - We will be performing scheduled maintenance in the US-Northwest (SEA) region. During the maintenance window, a subset of customers may experience a brief interruption of service as we make improvements to the region. Our team will work to complete the maintenance as quickly as possible. We appreciate your patience as we continue to enhance the reliability and performance of our services. If you have any questions or need assistance, please contact Cytracom Support at support@cytracom.com or 877-411-2987.

ControlOne US-Northwest (SEA) Scheduled Maintenance

Jul <var data-var='date'> 9</var>, <var data-var='time'>13:05</var> CDT Resolved - This incident has been resolved. Jul <var data-var='date'> 9</var>, <var data-var='time'>12:55</var> CDT Monitoring - We restarted the network interface and the calls should flow as usual. Thanks for your patience during this issue. Jul <var data-var='date'> 9</var>, <var data-var='time'>12:53</var> CDT Investigating - One of the servers in our fleet experiencing network connectivity issues and our engineering team is investigating. If you are in that server, you may experience intermittent call failures. We will resolve this quickly and thanks for your patience.

UCaaS: Partial Inbound and Outbound Call Failure

Jul <var data-var='date'> 7</var>, <var data-var='time'>16:48</var> CDT Resolved - The issue causing partial inbound and outbound call failures has been resolved. Corrective action was taken by restarting a small number of call processing servers, which restored normal call flow. After continued monitoring, inbound and outbound calling have remained stable. Some customers may have experienced failed call attempts, delayed call setup, or intermittent call completion issues during the incident window. We apologize for the disruption and appreciate your patience while our team worked to restore service. Jul <var data-var='date'> 7</var>, <var data-var='time'>12:35</var> CDT Monitoring - We have taken corrective action to address the partial inbound and outbound call failures affecting some customers. A small number of call processing servers were restarted to restore normal call flow. Call traffic has recovered, and we are currently monitoring the platform to confirm continued stability. Some users may have experienced failed call attempts, delayed call setup, or intermittent call completion issues during the incident. We will continue monitoring and provide a final update once the issue is fully resolved. Jul <var data-var='date'> 7</var>, <var data-var='time'>12:17</var> CDT Investigating - We are currently investigating an issue causing partial inbound and outbound call failures for some customers. Affected users may experience failed call attempts, delayed call setup, or intermittent call completion issues. The issue does not appear to impact all calls or all customers. Our engineering team is actively investigating and working to restore full calling functionality. We will provide additional updates as more information becomes available.

UCaaS: Partial Inbound/Outbound Call Failures

Jun <var data-var='date'>30</var>, <var data-var='time'>02:45</var> CDT Resolved - This issue has been resolved. Jun <var data-var='date'>29</var>, <var data-var='time'>12:02</var> CDT Monitoring - Queued events are now processing concurrently, and the Realtime Call Center dashboard is recovering. Due to the backlog and out-of-sequence event processing during recovery, some dashboards may show incorrect call-waiting counts for today. We are working to correct these values where possible. Inbound and outbound calling remain unaffected. Calls continue to route and complete normally. Realtime dashboard activity is expected to normalize as event processing catches up. Daily dashboard statistics should display as usual starting tomorrow. Jun <var data-var='date'>29</var>, <var data-var='time'>11:33</var> CDT Identified - **Update: Realtime Call Center Dashboard Delays** We have identified the issue affecting the Realtime Call Center dashboard. A backend event processing service became degraded due to a high volume of invalid messages, which caused call center status updates to be delayed. A fix has been implemented, and queued events are now being processed. The dashboard may continue to show delayed or stale status information while the backlog clears. Inbound and outbound calling remain unaffected. Calls continue to route and complete normally. We expect the Realtime Call Center dashboard to be current within the next hour. Jun <var data-var='date'>29</var>, <var data-var='time'>10:24</var> CDT Investigating - We are currently investigating an issue affecting the Realtime Call Center dashboard. Call center event processing is delayed due to a backlog in the event processing service, which may cause dashboard status, agent state, and call activity updates to appear stale or delayed. Inbound and outbound calling are not impacted. Calls continue to route and complete normally. Our team is working to restore realtime event processing and will provide updates as we make progress.

UCaaS: Realtime Queue Status Dashboard Not Updating

Jun <var data-var='date'>24</var>, <var data-var='time'>01:00</var> CDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'>23</var>, <var data-var='time'>23:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>23</var>, <var data-var='time'>13:39</var> CDT Scheduled - Cytracom will perform maintenance of systems in the US-Southeast (ATL) region from 11pm to 1am ET. A limited subset of customers may see a brief interruption in bridge or agent connectivity during this period. If you have any questions or need assistance, our support team is available 24/7 at support@cytracom.com or 877-411-2987.

ControlOne Scheduled Maintenance: US-SouthEast (ATL) Region

Jun <var data-var='date'>23</var>, <var data-var='time'>20:08</var> CDT Completed - This maintenance has been completed. Jun <var data-var='date'>23</var>, <var data-var='time'>20:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>23</var>, <var data-var='time'>20:00</var> CDT Scheduled - Cytracom is continuing a planned migration of UCaaS accounts to our upgraded platform and infrastructure. No action is required if: - You are using ControlOne, or - You have already updated your firewall and QoS settings to allow the required IP ranges below. Action Required (if not using ControlOne): Please ensure the following IP ranges are allowed on your firewall prior to the maintenance window: - 64.58.110.0/23 (64.58.110.1 – 64.58.111.254) - 3.208.72.128/27 (3.208.72.128 – 3.208.72.158) MSP Partners: Please verify these settings for your customers. Customers: Please contact your MSP or IT provider to confirm these IP ranges are allowed. Exception: If you have devices that were manually configured or self-provisioned outside of Cytracom's provisioning service, update the registration servers to: - reg.cmh1.uc.cytracom.net - kr1.cytracom.net Completing these steps in advance will help prevent service interruptions, call failures, and registration issues following migration.

UCaaS: Scheduled Maintenance – Platform Migration

Jun <var data-var='date'>11</var>, <var data-var='time'>06:34</var> CDT Resolved - All backlog Call Details Records have been processed. This issue is now resolved. Jun <var data-var='date'>10</var>, <var data-var='time'>15:50</var> CDT Monitoring - We have identified and corrected the issue. Call Detail Records (CDRs) in Insights during the incident will be available within next 12 hours. New events are processing normally and are not expected to experience delays. Inbound and outbound calling, voicemail delivery, and new CDR processing are not impacted at this time. We will continue monitoring until the backlog is fully cleared. Jun <var data-var='date'>10</var>, <var data-var='time'>13:43</var> CDT Identified - We are currently experiencing a backlog in our call event processing system, which may cause delays in event-related updates. This may impact CDR processing, BLF status updates, and voicemail arrival indicators. Inbound and outbound calling remain operational, and voicemail delivery is not impacted. Our team is actively working to clear the backlog and will continue to monitor the system.

UCaaS: BLF status and Call Detail Records Delayed

Jun <var data-var='date'> 9</var>, <var data-var='time'>21:04</var> CDT Resolved - The backlog processing has been completed. This issue is now resolved. Jun <var data-var='date'> 9</var>, <var data-var='time'>16:44</var> CDT Monitoring - We have identified and corrected the issue that caused a backlog in our event processing pipeline. The issue was related to a failed event consumer, which has now been restarted, and queued messages are processing successfully. Some Call Detail Records (CDRs) in Insights may continue to be delayed for the next few hours while the CDR processor catches up on previously delayed events. New events are processing normally and are not expected to experience delays. Inbound and outbound calling, voicemail delivery, and new CDR processing are not impacted at this time. We will continue monitoring until the backlog is fully cleared. Jun <var data-var='date'> 9</var>, <var data-var='time'>15:32</var> CDT Identified - We are currently experiencing a backlog in our call event processing system, which may cause delays in event-related updates. This may impact CDR processing, BLF status updates, and voicemail arrival indicators. Inbound and outbound calling remain operational, and voicemail delivery is not impacted. Our team is actively working to clear the backlog and will continue to monitor the system.

UCaaS: Call Details Records and Presence

Jun <var data-var='date'> 6</var>, <var data-var='time'>22:20</var> CDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 6</var>, <var data-var='time'>22:00</var> CDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'> 3</var>, <var data-var='time'>11:43</var> CDT Scheduled - We will be performing a rolling upgrade of several voice servers during this maintenance window. During this time, a subset of customers may experience brief interruptions to inbound and outbound calls while the servers are rebooted.

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Lastest published events

ControlOne partial service degradation in the US-SouthWest (LAX) Region

Database Maintenance – Scheduled Downtime

ControlOne geolocation services degraded

Cytracom Services, Components and Regions

Recent Cytracom events

ControlOne partial service degradation in the US-SouthWest (LAX) Region

Database Maintenance – Scheduled Downtime

ControlOne geolocation services degraded

ControlOne US-Southeast (ATL) Scheduled Maintenance

ControlOne US-SouthCentral (DFW) Scheduled Maintenance

ControlOne site status reporting