Aug <var data-var='date'>15</var>, <var data-var='time'>23:00</var> IST Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>15</var>, <var data-var='time'>22:00</var> IST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>14</var>, <var data-var='time'>14:47</var> IST Scheduled - Database configuration updates in progress to enhance system performance and speed

Database configuration update

Aug <var data-var='date'> 4</var>, <var data-var='time'>14:54</var> IST Resolved - This incident has been resolved. Aug <var data-var='date'> 4</var>, <var data-var='time'>11:30</var> IST Update - We are continuing to monitor for any further issues. Aug <var data-var='date'> 4</var>, <var data-var='time'>11:18</var> IST Update - We are continuing to monitor for any further issues. Aug <var data-var='date'> 4</var>, <var data-var='time'>11:18</var> IST Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'> 4</var>, <var data-var='time'>11:17</var> IST Update - We are continuing to work on a fix for this issue. Aug <var data-var='date'> 4</var>, <var data-var='time'>10:56</var> IST Identified - We have identified the cause of the incident as an issue affecting one of our platform databases, which is impacting call handling for a subset of accounts. Our engineering team is actively working on a fix. We will update this incident once the issue is resolved and services are fully restored. Aug <var data-var='date'> 4</var>, <var data-var='time'>10:50</var> IST Investigating - We are investigating reports of intermittent call failures affecting inbound and outbound calls on a subset of customer accounts.

Intermittent call failures affecting some accounts

Jul <var data-var='date'>22</var>, <var data-var='time'>10:06</var> IST Resolved - This issue was resolved last night 11:30PM by the upstream provider. Jul <var data-var='date'>21</var>, <var data-var='time'>16:52</var> IST Update - We are continuing to work on a fix for this issue. Jul <var data-var='date'>21</var>, <var data-var='time'>16:52</var> IST Identified - The issue has been identified and the issue is raised with upstream provider. Jul <var data-var='date'>21</var>, <var data-var='time'>16:51</var> IST Update - Analysis indicates the issue originates with our upstream telephony carrier rather than the Nuacom platform, and it affects individual calls intermittently rather than all traffic. Outbound calls and the majority of inbound calls are unaffected. We have raised a fault with the carrier and will update as we learn more. Jul <var data-var='date'>21</var>, <var data-var='time'>16:51</var> IST Investigating - We are investigating reports of one-way audio affecting a subset of inbound calls, where the caller cannot be heard by the answering agent.

Intermittent one-way audio on some inbound PSTN calls (upstream carrier)

Jul <var data-var='date'>21</var>, <var data-var='time'>09:00</var> IST Resolved - We are investigating reports of one-way audio affecting a subset of inbound calls, where the caller cannot be heard by the answering agent.

Intermittent one-way audio on some inbound calls (from upstream carrier)

Jul <var data-var='date'> 6</var>, <var data-var='time'>12:07</var> IST Resolved - Resolved — The outgoing call issue affecting select accounts has been fully resolved. The root cause has been identified and an internal investigation is ongoing to prevent recurrence. We apologise for the disruption caused. Jul <var data-var='date'> 6</var>, <var data-var='time'>10:34</var> IST Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 6</var>, <var data-var='time'>09:36</var> IST Identified - The issue has been identified and a fix is currently being applied. We will post a further update once the service has been fully restored. Jul <var data-var='date'> 6</var>, <var data-var='time'>09:34</var> IST Investigating - Small number of accounts may experience issues with incoming audio

Issues with incoming audio on calls

Jun <var data-var='date'>11</var>, <var data-var='time'>15:10</var> IST Resolved - We are pleased to confirm that the outgoing call issue affecting a select number of accounts has been fully resolved. Jun <var data-var='date'>11</var>, <var data-var='time'>15:09</var> IST Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>11</var>, <var data-var='time'>15:09</var> IST Identified - Our team has identified the cause of the outgoing call issue. We are working on a fix right now and aim to have everything back to normal as soon as possible. We will update you again once it is resolved. Jun <var data-var='date'>11</var>, <var data-var='time'>14:50</var> IST Investigating - We wanted to let you know that we are currently seeing an issue with outgoing calls affecting a small number of accounts. Our team is on it and working to resolve this as quickly as possible. Incoming calls are working as normal. We will keep you updated and apologise for any disruption caused.

Service Notice — Outgoing Call Issues Affecting Select Accounts

May <var data-var='date'> 6</var>, <var data-var='time'>13:55</var> IST Resolved - This incident has been resolved. May <var data-var='date'> 6</var>, <var data-var='time'>11:03</var> IST Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'> 6</var>, <var data-var='time'>10:53</var> IST Identified - We have identified the cause of the issue affecting incoming calls. Our engineers are currently monitoring the situation closely. We appreciate your patience and will continue to provide updates. May <var data-var='date'> 6</var>, <var data-var='time'>10:45</var> IST Investigating - We are currently experiencing an issue affecting incoming calls. Some customers may find that inbound calls are not being received. Our team is actively investigating the cause. Further updates will be posted here shortly.

Issue with incoming calls

Apr <var data-var='date'> 7</var>, <var data-var='time'>14:22</var> IST Resolved - The issue has now been resolved. To apply the changes, please log out of the mobile app and log back in. Apr <var data-var='date'> 7</var>, <var data-var='time'>14:16</var> IST Identified - The issue has been identified and a fix is being implemented. Apr <var data-var='date'> 7</var>, <var data-var='time'>13:49</var> IST Investigating - We are investigating the issue

Mobile app degraded performance, you may have issue to make and receive calls

Feb <var data-var='date'>19</var>, <var data-var='time'>10:31</var> GMT Resolved - The issue has been resolved. Apologies for the inconvenience caused. Feb <var data-var='date'>19</var>, <var data-var='time'>10:16</var> GMT Monitoring - The rollback has been implemented at 10:04 GMT, and we are monitoring the systems. Feb <var data-var='date'>19</var>, <var data-var='time'>09:56</var> GMT Identified - We have identified an issue with a recent update that is affecting our database, slowing it down. We are rolling back the changes and will come with an update soon.

Issues making and receiving calls

Jan <var data-var='date'>23</var>, <var data-var='time'>02:00</var> GMT Resolved - API 500 Server Error

Public API server error

Jan <var data-var='date'>20</var>, <var data-var='time'>12:39</var> GMT Resolved - The incident has been resolved. If you are still experiencing any issues, please don't hesitate to contact our customer care team. Apologies for any inconvenience caused, Jan <var data-var='date'>20</var>, <var data-var='time'>07:28</var> GMT Monitoring - Our team has identified the issue related to database cluster degradation. During the maintenance throughout the night, the team has restored enough database capacity to cover the core elements of the service. We are continuously monitoring and ready to respond in case of new issues. Apologies to all the clients and partners affected by this incident. Jan <var data-var='date'>19</var>, <var data-var='time'>16:38</var> GMT Update - Apologies for the delay in providing an update on the system status. Our team is still working toward a full resolution of the issue. The system remains operational; however, you may experience delays when calls are connecting. Jan <var data-var='date'>19</var>, <var data-var='time'>12:20</var> GMT Identified - We are currently experiencing degraded system performance, which may result in slower response times. Our engineers have identified the issue and are actively implementing a solution. Thank you for your patience while we work to restore full performance. Jan <var data-var='date'>19</var>, <var data-var='time'>10:48</var> GMT Investigating - We are investigating this issue

Phone system degraded performance

Jan <var data-var='date'>20</var>, <var data-var='time'>07:28</var> GMT Resolved - Our team has identified the issue related to database cluster degradation. During the maintenance throughout the night, the team has restored enough database capacity to cover the core elements of the service. We are continuously monitoring and ready to respond in case of new issues. Apologies to all the clients and partners affected by this incident. Jan <var data-var='date'>19</var>, <var data-var='time'>11:30</var> GMT Identified - Investigating / Mitigation To reduce system load, we have temporarily disabled the non-critical Contact Name Look-up, Portal Reports and Call Logs service. We are actively working to resolve the load issue and will restore service as soon as possible.

Contact name look-up, Portal Reports and Call Logs service are temporarily unavailable

Dec <var data-var='date'> 3</var>, <var data-var='time'>12:27</var> GMT Resolved - The issue with the calls using the desktop app is now resolved, apologies for the inconvenience caused. The team is investigating the root cause. Dec <var data-var='date'> 3</var>, <var data-var='time'>11:51</var> GMT Investigating - We are currently investigating the issue.

Issue with call audio using desktop app

Oct <var data-var='date'>23</var>, <var data-var='time'>16:42</var> IST Resolved - The incident is now resoved, sorry for the inconvenience caused, the team is continuing the investigation into the root cause. Oct <var data-var='date'>23</var>, <var data-var='time'>15:36</var> IST Investigating - We are currently investigating this issue.

IOS app degraded performance, you may have issue to receive incoming calls

Sep <var data-var='date'>16</var>, <var data-var='time'>10:02</var> IST Resolved - The issue is resolved, and the systems are back operational. Apologies for the problems caused. Sep <var data-var='date'>16</var>, <var data-var='time'>09:53</var> IST Monitoring - The issue was identified and resolved. The NOC team is monitoring the performance. Sep <var data-var='date'>16</var>, <var data-var='time'>09:41</var> IST Investigating - We are observing issues with the API being slow or unavailable, we are investigating the cause of the issue.

Degraded performance on the Web applications

Sep <var data-var='date'> 8</var>, <var data-var='time'>18:17</var> IST Resolved - This incident has been resolved. Sep <var data-var='date'> 8</var>, <var data-var='time'>18:16</var> IST Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'> 8</var>, <var data-var='time'>12:28</var> IST Identified - The issue has been identified and a fix is being implemented. Sep <var data-var='date'> 8</var>, <var data-var='time'>11:59</var> IST Update - The system is currently stable, and all services are operating normally. Our team is continuing to investigate the root cause of the earlier issue. Sep <var data-var='date'> 8</var>, <var data-var='time'>11:11</var> IST Investigating - We are currently investigating this issue.

Jul <var data-var='date'>23</var>, <var data-var='time'>17:39</var> IST Resolved - This incident has been resolved, all systems are fully operational. please reload your desktop app if stilll affected; How to reload the app: 	1.	Click on “View” in the top-left menu of the app. 	2.	Select “Reload” from the dropdown. Jul <var data-var='date'>23</var>, <var data-var='time'>15:02</var> IST Update - Please reload the desktop app by clicking on View → Reload (located at the top left corner of the app). This will make the app operational again. We apologise for the inconvenience caused. Jul <var data-var='date'>23</var>, <var data-var='time'>14:50</var> IST Investigating - Wea re currently investigating the this issue

Desktop app connection

Jul <var data-var='date'>16</var>, <var data-var='time'>17:59</var> IST Resolved - This incident has been resolved. Jul <var data-var='date'>16</var>, <var data-var='time'>12:15</var> IST Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>16</var>, <var data-var='time'>12:14</var> IST Identified - The issue has been identified and a fix is being implemented. Jul <var data-var='date'>16</var>, <var data-var='time'>11:54</var> IST Investigating - We are currently investigating this issue.

Delay in the connecting of the calls

Jul <var data-var='date'>15</var>, <var data-var='time'>15:30</var> IST Resolved - Incident Resolved: A sudden spike in database load caused degraded performance across several services, which in turn left a number of recordings stuck in our processing queue. What we did initially: - Optimized the database cluster to eliminate the performance bottleneck - Rolled out more internal alerts related to the database Impact Remediation - Manually cleared the backlog of unprocessed recordings - Conducted end‑to‑end verification to ensure all services returned to normal operation We apologize for the disruption and appreciate your patience. Jul <var data-var='date'>15</var>, <var data-var='time'>10:35</var> IST Update - We are continuing to investigate this issue. Jul <var data-var='date'>15</var>, <var data-var='time'>10:34</var> IST Update - We are continuing to investigate this issue. Jul <var data-var='date'>15</var>, <var data-var='time'>10:31</var> IST Update - Some of the customer accounts experienced delays in having their call connecting, we are investigating the issue, the system is fully operational. Jul <var data-var='date'>15</var>, <var data-var='time'>10:21</var> IST Investigating - We are currently investigating this issue.

Jun <var data-var='date'> 5</var>, <var data-var='time'>09:47</var> IST Resolved - This incident has been resolved. Jun <var data-var='date'> 5</var>, <var data-var='time'>09:46</var> IST Monitoring - The issue has been addressed, and the systems are back operational. If you are experiencing an issue with the softphone of the handset not connecting, please try to restart it to refresh the connection. Apologies to all our clients for the trouble caused by this incident. Jun <var data-var='date'> 5</var>, <var data-var='time'>09:40</var> IST Identified - The issue was identified and the problem was addressed. We are restoring the services to the normal state. The lead time until it's fully operational is expected to be about 5 minutes Jun <var data-var='date'> 5</var>, <var data-var='time'>09:29</var> IST Investigating - We are currently experiencing issues with calls. Our team is investigating the issue. Apologies for the inconvenience caused.

Apr <var data-var='date'>16</var>, <var data-var='time'>13:18</var> IST Resolved - The call logs are now available within the management portal, all the systems are now fully operational. Apr <var data-var='date'>16</var>, <var data-var='time'>13:15</var> IST Update - We are continuing to monitor for any further issues. Apr <var data-var='date'>16</var>, <var data-var='time'>12:07</var> IST Update - We’re aware that the call log history may not be available for some accounts on the portal and mobile apps. We are continuing to monitor for any further issues. Apr <var data-var='date'>16</var>, <var data-var='time'>12:07</var> IST Update - We’re aware that the call log history may not be available for some accounts on the portal and mobile apps. Our team is currently working to restore full access. We apologise for any inconvenience this may cause and appreciate your continued patience. Updates will follow as we progress. Apr <var data-var='date'>16</var>, <var data-var='time'>11:41</var> IST Monitoring - We’ve implemented a fix and are currently monitoring the system closely to ensure everything remains stable. We sincerely apologise for the disruption this has caused and truly appreciate your patience and understanding as we worked to resolve the issue. Further updates will follow as needed. Apr <var data-var='date'>16</var>, <var data-var='time'>11:06</var> IST Update - Our engineers are actively working on resolving the issue. We are focused on restoring full service as quickly as possible. Thank you for your continued patience and understanding. Apr <var data-var='date'>16</var>, <var data-var='time'>10:14</var> IST Identified - The issue has been identified, and our team is currently working on implementing a resolution. We’ll provide further updates as progress is made. Thank you for your continued patience. Apr <var data-var='date'>16</var>, <var data-var='time'>09:46</var> IST Update - We are currently investigating an issue that may impact call handling or performance for a limited number of accounts. Our team is actively working to identify and resolve the cause. We’ll provide further updates as soon as more information becomes available. Thank you for your patience. Apr <var data-var='date'>16</var>, <var data-var='time'>09:45</var> IST Investigating - We are investigating this issue.

Some calls processing may be affected for select accounts

Apr <var data-var='date'> 7</var>, <var data-var='time'>09:52</var> IST Resolved - One of our SIP gateways (k1) received many requests from the Internet, and it could not process all of them. Some IP handsets have experienced the error "SIP Registration Fail". We found the source of the issue and have resolved the issue. We are increasing the capacity of the system so it can deal with larger volumes of traffic.

We have experienced an outage on one of the gateways affecting some clients between 04:30 am and 09:40 IST

Apr <var data-var='date'> 3</var>, <var data-var='time'>17:30</var> IST Resolved - One of our SIP gateways (k1) received a large amount of requests from the Internet Due to the high load, it was not able to process all requests. Some IP handsets have experienced the error "SIP Registration Fail". For about 10 min, the IP handsets which have an extension board, would not see the button's indication light working correctly.

We have experienced a short outage on one of the gateways affecting some clients between 15:34 and 15:49 IST

Mar <var data-var='date'>21</var>, <var data-var='time'>13:54</var> GMT Resolved - The issue with the BLF (IP handsets expansion panel key lights) has been resolved. The root cause of the issue was the sheer amount of Subscribe requests received from the handsets. We are planning maintenance windows over the weekend to improve the infrastructure configuration and avoid these issues happening again. Sincere apologies to anyone affected. Mar <var data-var='date'>21</var>, <var data-var='time'>12:24</var> GMT Investigating - We are currently investigating a reported issue affecting the BLF (Busy Lamp Field) functionality on some IP phones. Users may experience delays or failure in BLF status updates, such as incorrect or missing presence indicators (e.g., busy/available/idle). This may affect the call transfer, call pick up in some situations. Our engineering team is actively working to identify the root cause and restore full functionality as soon as possible.

Reported Issue with BLF indications/function of the phones.

Mar <var data-var='date'>14</var>, <var data-var='time'>01:22</var> GMT Resolved - This incident has been resolved. Mar <var data-var='date'>13</var>, <var data-var='time'>14:39</var> GMT Monitoring - Here's an update on the recent call disruption that affected some clients. A high volume of incoming traffic caused excessive load, leading to intermittent call failures. We have now blocked the specific traffic sources, which has stabilized service. **Some clients will not have their IP phone's side panel button lights working (BFL) until later today when we manage to enable that feature safely.** We will perform a maintenance window tonight to add further safeguards and prevent similar issues from recurring. While we aim to minimize any impact, brief interruptions may occur. We sincerely appreciate your patience and understanding as we work to improve our services. If you have any questions, please feel free to reach out at support@nuacom.com. Mar <var data-var='date'>13</var>, <var data-var='time'>12:09</var> GMT Identified - The issue was identified. We were getting flooded with large amounts of traffic. We have implemented a temporary fix by blocking specific types of traffic with the side effect of not having the VoIP handsets extension panels "Busy light indicators" working. This should allow the phones to successfully register and make/receive calls. Further updates will follow. Sincere apologies to the customers affected. Mar <var data-var='date'>13</var>, <var data-var='time'>11:37</var> GMT Update - We are continuing to investigate this issue. Mar <var data-var='date'>13</var>, <var data-var='time'>11:36</var> GMT Investigating - We are investigating this issue

Is NUACOM down?

NUACOM status is UP

Lastest published events

Database configuration update

Intermittent call failures affecting some accounts

Intermittent one-way audio on some inbound PSTN calls (upstream carrier)

NUACOM Services, Components and Regions

Recent NUACOM events

Database configuration update

Intermittent call failures affecting some accounts

Intermittent one-way audio on some inbound PSTN calls (upstream carrier)

Intermittent one-way audio on some inbound calls (from upstream carrier)

Issues with incoming audio on calls

Service Notice — Outgoing Call Issues Affecting Select Accounts