May <var data-var='date'>24</var>, <var data-var='time'>21:55</var> EDT Resolved - The issues affecting VoIP including failed to establish, inbound and outbound dialing SMS, VM drops and portal are now resolved. May <var data-var='date'>24</var>, <var data-var='time'>20:23</var> EDT Monitoring - Our voip team have successfully deployed a fix. Access to the portal, including inbound and outbound dialing are functional. SMS and VM drops are operational. We will continue to monitor the stability of the platform over the next hour. Thank you for your patience and understanding. May <var data-var='date'>24</var>, <var data-var='time'>17:46</var> EDT Update - Our voip team have now engaged our Oracle partners for further investigation. We will continue to keep you updated as we receive more news from the team. Continue to follow our status page (status.vanillasoft.com) for up to date information. May <var data-var='date'>24</var>, <var data-var='time'>14:50</var> EDT Investigating - Our engineers are still investigating. It seems that the system has not accepted the fix. We will continue to provide updates as they become available. May <var data-var='date'>24</var>, <var data-var='time'>14:43</var> EDT Monitoring - Our engineers have found the root cause and have implemented a fix. We can confirm that inbound and outbound calls are flowing, VM drops and SMS functionality have returned, and we have successfully been able to log into the Clarity portal. We will continue to monitor for stability for the next hour. If you encounter any issues, please email the customer support team at support@vanillasoft.com We apologize for any inconvenience this outage has caused and thank you for your patience. May <var data-var='date'>24</var>, <var data-var='time'>12:53</var> EDT Update - Our engineers are continuing to investigate the root cause of this current event. We do not have an ETA at this time. Please continue to monitor our status page for updates. We apologize for the inconvenience and appreciate your patience. May <var data-var='date'>24</var>, <var data-var='time'>12:21</var> EDT Investigating - We are investigating reports that Clarity VoIP users are currently experiencing “failed to establish” errors when attempting to place calls. This issue is also impacting Voicemail Drops and texting. We are also experiencing issues with the Clarity Portal. Users are unable to log in. Our engineering team is actively engaged and investigating the root cause. We are treating this incident as a high priority and will provide updates as more information becomes available.

Failed to Establish calls for Clarity Users/Unable to Log into Clarity Portal

May <var data-var='date'>19</var>, <var data-var='time'>07:36</var> EDT Resolved - This incident has been resolved. May <var data-var='date'>18</var>, <var data-var='time'>12:24</var> EDT Monitoring - Our engineers have applied a fix and are seeing functionality return. Preliminary testing confirms that calls, texting, and voicemail drops are working. We will continue to monitor to ensure systems are fully functional. If you are still experiencing issues, please reach out to our customer support team. Thank you for your patience and understanding. May <var data-var='date'>18</var>, <var data-var='time'>12:02</var> EDT Identified - Our engineers have identified the root cause and are working on implementing a resolution. We will continue to keep you updated as the work progresses. Thank you for your patience, and we apologize for any inconvenience this may have caused. For up-to-date information, please subscribe to our status page at https://status.vanillasoft.com/ May <var data-var='date'>18</var>, <var data-var='time'>11:46</var> EDT Investigating - We are investigating reports that Clarity VoIP users are currently experiencing “failed to establish” errors when attempting to place calls. This issue is also impacting Voicemail Drops and texting. Our engineering team is actively engaged and investigating the root cause. We are treating this incident as a high priority and will provide updates as more information becomes available.

Failed to Establish calls for Clarity Users

Apr <var data-var='date'>22</var>, <var data-var='time'>15:27</var> EDT Resolved - We are pleased to confirm that all previously reported issues impacting the Clarity platform have now been fully resolved. Services are operating normally, including inbound call routing, call transfers, and click-to-dial functionality. We sincerely apologize for the inconvenience caused and thank you for your patience and understanding throughout this incident. Apr <var data-var='date'>22</var>, <var data-var='time'>14:33</var> EDT Monitoring - We are pleased to advise that inbound calls have now resumed and are flowing correctly. All previously reported service issues have now been addressed. Our teams will continue to closely monitor the platform to ensure stability. If you are still seeing issues with your inbound calls, please reach out to Customer Support so that we may address them real-time. We appreciate your patience and understanding throughout this incident and apologize for any inconvenience caused. Apr <var data-var='date'>22</var>, <var data-var='time'>13:23</var> EDT Update - We would like to provide a further update regarding the ongoing issue impacting the Clarity platform. Call transfer and click-to-dial functionality have now been restored. Our teams are continuing to work on resolving the remaining issue affecting inbound call routing to available agents. We are actively investigating and working to restore full service as quickly as possible. At this time, there is still no confirmed ETA for full resolution. We apologize for the continued inconvenience and appreciate your patience and understanding. This incident remains a high priority. Apr <var data-var='date'>22</var>, <var data-var='time'>11:18</var> EDT Update - Our VoIP engineers continue to actively investigate the issue impacting the Clarity platform. Clients may still experience the following issues: Calls not routing to available agents Inability to transfer calls Click-to-dial functionality not working At this time, we are still investigating the root cause and do not yet have an ETA for resolution. We sincerely apologize for the ongoing inconvenience and appreciate your continued patience and understanding. Please be assured this incident remains a high priority. Apr <var data-var='date'>22</var>, <var data-var='time'>10:29</var> EDT Investigating - We are currently investigating an issue impacting some clients on the Clarity platform. At this time, users may experience the following issues: Calls not routing to available agents Inability to transfer calls Click-to-dial functionality not working Our VoIP engineers are actively investigating the root cause and working to restore full service as quickly as possible. We apologize for the inconvenience this is causing and appreciate your patience and understanding. Please be assured this incident is being treated as a high priority.

VoIP-Clarity Platform-Calls not Routing, Calls Not Transferring, Click to Dial not Functioning for some of our clients

Apr <var data-var='date'>15</var>, <var data-var='time'>20:45</var> EDT Resolved - The issues relating to Failed to Ena le and SIP errors are now resolved. Thank your for your patience and understanding. We apologize for any inconvenience this interruption may have caused. Apr <var data-var='date'>15</var>, <var data-var='time'>18:23</var> EDT Monitoring - We are seeing signs of recovery, and systems are beginning to come back online. Our team is currently monitoring performance closely to ensure stability as services are restored. We will continue to observe the situation and provide further updates as needed. Thank you for your patience. Apr <var data-var='date'>15</var>, <var data-var='time'>17:48</var> EDT Update - Our engineering team is continuing to actively investigate the issue affecting SIP enablement on VS Connect, which may be resulting in 408 timeout errors for some clients. At this time, the issue remains under investigation, and our teams are working to determine the root cause and next steps toward resolution. We will share further updates as soon as more information becomes available. Thank you for your continued patience. Apr <var data-var='date'>15</var>, <var data-var='time'>17:39</var> EDT Investigating - We are currently investigating an issue where some clients may be experiencing failures when attempting to enable SIP on VS Connect, resulting in 408 timeout errors. Our engineering team is actively engaged and working to identify the root cause and implement a resolution as quickly as possible. We will provide updates as more information becomes available. In the meantime, if you are experiencing this issue or have additional details to share, please contact support.

Failed to Enable Error for some VoIP Users

Mar <var data-var='date'>24</var>, <var data-var='time'>19:14</var> EDT Resolved - This incident has been resolved. Mar <var data-var='date'>24</var>, <var data-var='time'>16:45</var> EDT Monitoring - At this time, inbound and outbound calling services are operational and calls are flowing as expected. Portal navigation has stabilized and is performing normally. We will continue to monitor the situation and provide updates as more information becomes available. Should you have any questions or require assistance, please contact our Customer Support team. Thank you for your continued patience and understanding. Mar <var data-var='date'>24</var>, <var data-var='time'>16:12</var> EDT Investigating - We are currently investigating reports that some clients are experiencing a “Failed to Enable (SIP 500)” error when attempting to use their VoIP services. Our engineering team has been engaged and is actively working to identify the root cause. Additionally, some users may experience intermittent lag when navigating the portal. We will continue to provide updates as more information becomes available. Thank you for your patience and understanding.

Intermittent Failed to Enable (SIP Error 500) for VoIP Users

Mar <var data-var='date'>18</var>, <var data-var='time'>15:50</var> EDT Resolved - This issues is now resolved. If you are still experiencing issues, please contact our customer support team at 972-200-0179 option 2 during business hours or by email at support@vanillasoft.com. Thank you for your patience and we apologize for any inconveniences this may have caused. Mar <var data-var='date'>17</var>, <var data-var='time'>20:04</var> EDT Update - We are still monitoring our VoIP systems. Some clients are still reporting failed to enable instances when attempting to place or receive a call. We understand the importance of quickly addressing these issues and are working diligently towards a resolution. We will continue to provide updates as they become available. Thank you for your patience. Should you have any questions or concerns, please contact our Customer Support team during our operating hours or via email at support@vanillasoft.com Mar <var data-var='date'>17</var>, <var data-var='time'>15:44</var> EDT Monitoring - Inbound and Outbound calls are now working. We will continue to monitor. If you encounter any issues, please reach out to customer support. Thank you for your patience and we apologize for any inconvenience this service outage may have caused. Mar <var data-var='date'>17</var>, <var data-var='time'>15:27</var> EDT Investigating - We are currently experiencing an issue affecting both incoming and outgoing calls. Our voip team is actively investigating the root cause. Impacts: This issue may result in abnormal delays or an inability to initiate or receive calls. Additionally, users may encounter a 500 error when using VS Connect. We will provide updates as more information becomes available.

Inbound and outbound calls issues

Mar <var data-var='date'>13</var>, <var data-var='time'>13:18</var> EDT Resolved - The affected IP backbone carrier has implemented a solution, and we are monitoring the results. Service is currently restored to normal operations. Mar <var data-var='date'>13</var>, <var data-var='time'>12:08</var> EDT Monitoring - Issues with inbound and outbound calls have been resolved. We will continue to monitor to ensure stability. Thank you for your patience, and we apologize for the inconvenience this has caused. Mar <var data-var='date'>13</var>, <var data-var='time'>11:56</var> EDT Investigating - We are currently experiencing an issue affecting incoming and outgoing calls due to an IP backbone issue. This could potentially cause abnormal delays or an inability to initiative or receive calls. Our engineers are working on resolving this as quickly as possible. We will continue to provide updates as they become available. We apologize for the inconvenience this is causing.

Inbound and Outbound Call Issue

Feb <var data-var='date'>11</var>, <var data-var='time'>13:44</var> EST Resolved - This incident is considered resolved. If you encounter further issues relating to SIP Error 408, please reach out to our customer support team. Thank you for your patience and understanding. Feb <var data-var='date'>11</var>, <var data-var='time'>11:52</var> EST Monitoring - The resolution has been fully implemented, and we are moving the incident into a monitoring state. We will continue to monitor for one to two hours. Please contact the Customer Support if you continue to experience issues. Thank you for your patience and we apologize for any inconvenience this has caused. Feb <var data-var='date'>11</var>, <var data-var='time'>11:13</var> EST Identified - Our VOIP engineers have identified the issue and are working to resolve. We will provide additional updates as soon as they become available. Thanking you all for your patience and understanding. Please continue to engage our status page for real-time updates https://status.vanillasoft.com/ Feb <var data-var='date'>11</var>, <var data-var='time'>10:53</var> EST Update - Our VOIP engineers are investigating an issue with their network provider in one of their data centers. We will provide more updates as they become available. Thank you for your patience, and we apologize for any inconveniences this is causing. Feb <var data-var='date'>11</var>, <var data-var='time'>10:37</var> EST Investigating - We are currently investigating Failed to Establish SIP 408 errors. This is affecting all inbound and outbound dialing. This will also impact VM Drop deliverability. We understand the impacts that is causing you and we are working quickly to resolve. For more information, please follow our status page https://status.vanillasoft.com/ Thank you for your patience.

Failed to Enable SIP 408 Error

Feb <var data-var='date'> 5</var>, <var data-var='time'>11:12</var> EST Resolved - Outbound calls are now working. We will continue to monitor to ensure stability. If you experience any issues, please contact our Customer Support Team. Thank you. Feb <var data-var='date'> 5</var>, <var data-var='time'>10:57</var> EST Investigating - We are showing a recurrence with the Failed to Establish Error for outbound dialing. Our engineers are fully engaged and are looking into the cause. We will provide an update as soon as possible

Voip Failed to Establish Error-Outbound Dialing

Feb <var data-var='date'> 5</var>, <var data-var='time'>10:50</var> EST Resolved - The Failed to Establish Call errors on Outbound calls is now resolved. Clients are confirming that they can now place outbound calls successfully. Thank you for your patience and understanding. We apologize for any inconvenience this may have caused. If you have any further questions or you are still experiencing issues, please contact our Customer Support Team. Thank you. Feb <var data-var='date'> 5</var>, <var data-var='time'>10:41</var> EST Monitoring - Our engineers have identified the issue as being the Clarity Freeswitch gateways. Our voip engineers have implemented a fix and services are resuming and showing as operational. We will continue to monitor to ensure stability. If you are still encountering issues, please reach out to our Customer Support Team at 1-972-200-0179 option 2. Thank you for your understanding. Feb <var data-var='date'> 5</var>, <var data-var='time'>10:16</var> EST Update - We are continuing to investigate this issue. Feb <var data-var='date'> 5</var>, <var data-var='time'>10:16</var> EST Investigating - We are aware of an outage affecting the ability to dial on our VOIP service. Clients are reporting when attempting to dial out, they are receiving a "Failed to Establish Call" error message. Our engineers are currently investigating the root cause and working to address this as quickly as possible. We appreciate your patience. We apologize for the inconvenience this is causing.

Voip Failed to Establish Error

Feb <var data-var='date'> 3</var>, <var data-var='time'>20:33</var> EST Resolved - The service disruption has been resolved, and systems are currently operating normally. Our initial investigation indicates the outage may have been caused by an issue with a downstream carrier. We are awaiting final confirmation from the provider and will share additional details as soon as they are available. Thank you for your patience and understanding. Feb <var data-var='date'> 3</var>, <var data-var='time'>20:14</var> EST Monitoring - We are getting reports that our VOIP services issue with Failed to Establish has been resolved. We will continue to monitor. We thank you all for your patience and understanding and we sincerly apologize for any inconvience this has caused. Feb <var data-var='date'> 3</var>, <var data-var='time'>19:56</var> EST Update - Our engineers are still investigating the root cause of this issue with our VOIP services. We are engaged with the team and are working towards a resolution. We apologize for any inconvenience this may cause. We appreciate your continued patience. Feb <var data-var='date'> 3</var>, <var data-var='time'>19:30</var> EST Investigating - We are currently investigating reports of Failed to Establish Error on our Voip system. Our engineers are working to identify root cause

Nov <var data-var='date'>24</var>, <var data-var='time'>11:16</var> EST Resolved - All outbound dialing is operational. This issue is now resolved. The issue was directly related to the Clarity dynamic call path systems and their subsequent backend dependencies. The team has made the necessary adjustments to ensure no recurrence. If you encounter further issues, please contact our Customer Support Team. Thank you Nov <var data-var='date'>24</var>, <var data-var='time'>10:15</var> EST Monitoring - Our VoIP engineers have found the root cause and have successfully resolved the "Failed to Establish" issues for outbound dialing. We will continue to monitor. We appreciate your patience and understanding. If you have any other issues, please reach out to our Customer Support Team. Nov <var data-var='date'>24</var>, <var data-var='time'>10:02</var> EST Investigating - We are currently investigating reports of some clients receiving "Failed to Establish" errors when attempting to dial. Our engineers are working on identifying the root cause. We apologize for the inconvenience and are working on a quick resolution.

Some Clients getting "Failed to Establish" Errors on their softphones

Nov <var data-var='date'>20</var>, <var data-var='time'>10:38</var> EST Resolved - We can now confirm that this is now fully resolved and all phone functionality has been restored. Thank you Nov <var data-var='date'>20</var>, <var data-var='time'>10:15</var> EST Monitoring - Our engineers have deployed the fix, and softphones are functioning. We will continue to monitor to ensure stability. Please engage our customer support team if you are still experiencing issues. Thank you for your understanding. We apologize for any inconveniences this may have caused. Nov <var data-var='date'>20</var>, <var data-var='time'>10:00</var> EST Identified - Our engineers have identified the root cause of the "Failed to Establish" and are working on a fix. We will continue to engage our team to ensure prompt resolution. We thank you for your patience and understanding. Please continue to monitor our status page for further updates. Nov <var data-var='date'>20</var>, <var data-var='time'>09:31</var> EST Investigating - We are currently investigating reports that some clients are receiving the following error on their softphone "Failed to Establish". Our engineers have been deployed and are engaged. We apologize for the inconvenience this has caused. WE are working on re-establishing conection as quickly as possible. Thank you for your patience. Vanillasoft Customer Support Team

Nov <var data-var='date'>10</var>, <var data-var='time'>11:10</var> EST Resolved - Vanillasoft.net should now be operational. Thank you for your patience and understanding during this brief outage to address critical functionality to our platform. Nov <var data-var='date'>10</var>, <var data-var='time'>10:33</var> EST Investigating - Please be advised that the Vanillasoft.net will be down for emergency maintenance at 10:45am on Monday November 10. This is downtime is needed to address a critical issue relating to SMS notifications and call recordings. We apologize for the inconvenience and assure that this downtime should not last more than 5 minutes. Thanking you in advance for your patience and understanding. Vanillasoft Customer Support Team.

Emergency Patch on VanillaSoft at 10:45am Monday November 10, 2025

Oct <var data-var='date'>28</var>, <var data-var='time'>20:06</var> EDT Resolved - We’re pleased to confirm that the earlier issues affecting VoIP line creation, assignment, reassignment, and VS Connect logins have now been resolved. Our team, in collaboration with our Host Partner, Alianza, has implemented corrective measures, and all related services are now operating normally. We will continue to monitor system performance closely to ensure ongoing stability. Thank you for your patience and understanding while we worked to restore full functionality. Vanillasoft Customer Support Oct <var data-var='date'>28</var>, <var data-var='time'>19:14</var> EDT Update - We are continuing to experience issues affecting VoIP line creation, assignment, reassignment, and VS Connect logins. We are actively working with our Host Partner, Alianza, to identify the root cause and implement a resolution. At this time, these functions may be intermittently unavailable or fail to complete successfully. Other services remain operational. We will provide further updates as soon as more information becomes available. Thank you for your patience and understanding while we work to resolve this issue. Oct <var data-var='date'>28</var>, <var data-var='time'>18:40</var> EDT Investigating - We are still getting reports that the issue may not be fully resolved. Some clients may also be experiencing issues with logging into VS Connect. We continue to work with our host Alianza for resolution. Thanking you in advance for your patience and understanding. Oct <var data-var='date'>28</var>, <var data-var='time'>18:29</var> EDT Monitoring - We received confirmation that the outage affecting line creation, assigning and reassigning is now resolved. We will continue to monitor. Thank you for your patience and understanding. If you are still experiencing issues, please contact our Customer Support Team. We apologize for any inconvenience this may have caused. Oct <var data-var='date'>28</var>, <var data-var='time'>18:19</var> EDT Update - We are continuing to investigate this issue. Oct <var data-var='date'>28</var>, <var data-var='time'>18:01</var> EDT Investigating - We are currently reviewing issues with our VoIP line provisioning partner Alianza that could be impacting some of our clients. New VoIP line creation, activation, and deletion are affected by this outage. The Vanillasoft support team is engaging with our Alianza partner to work towards a resolution. This outage does not affect your ability to place or receive calls. If you have any questions or concerns, please reach out to our Customer Support team or visit our status page for real-time updates. (https://status.vanillasoft.com/)

New VoIP Line Provisioning/Assigning/Reassigning of lines

Oct <var data-var='date'>13</var>, <var data-var='time'>11:13</var> EDT Resolved - The inbound dialing and quality issues are now resolved. Thank you for your patience and understanding. Oct <var data-var='date'>13</var>, <var data-var='time'>11:01</var> EDT Monitoring - Our engineers have identified and resolved the inbound call issues. We will continue to monitor. If you are still encountering issues, please contact the Customer Support Team. Oct <var data-var='date'>13</var>, <var data-var='time'>10:51</var> EDT Investigating - We are investigating reports that some clients may be experiencing an issue affecting inbound calls with one of our carriers. Our team is actively investigating the cause and working with the carrier to resolve this as quickly as possible. Impact: This may result in abnormal delays or an inability to receive inbound calls for some users. Some call quality issues may also be present We will provide an update as soon as more information becomes available. If you have any questions or concerns, please reach out the Customer Support Team.

VoIP Inbound Calls (Clarity)

Oct <var data-var='date'> 7</var>, <var data-var='time'>17:12</var> EDT Resolved - Resolved — The issue affecting inbound calls with one of our carriers has been fully resolved. Inbound calls are now functioning normally. Our team has confirmed stability and normal performance across all systems. We appreciate your patience while we worked to restore service. Oct <var data-var='date'> 7</var>, <var data-var='time'>16:37</var> EDT Investigating - We are investigating reports that some clients maybe experiencing an issue affecting inbound calls with one of our carriers. Our team is actively investigating the cause and working with the carrier to resolve this as quickly as possible. Impact: This may result in abnormal delays or an inability to receive inbound calls for some users. We will provide an update as soon as more information becomes available. If you have any questions or concerns, please reach out the Customer Support Team.

Aug <var data-var='date'>21</var>, <var data-var='time'>14:44</var> EDT Resolved - The dialing issue has now been fully resolved. All systems are operating normally. If you experience any further issues, please contact our Customer Support team: Phone: 972-200-0179, option 2 Email: support@vanillasoft.com Live Chat: Available via the Support Portal We appreciate your patience while we worked to restore service. Aug <var data-var='date'>21</var>, <var data-var='time'>14:43</var> EDT Monitoring - The dialing issue has now been fully resolved. All systems are operating normally. If you experience any further issues, please contact our Customer Support team: Phone: 972-200-0179, option 2 Email: support@vanillasoft.com Live Chat: Available via the Support Portal We appreciate your patience while we worked to restore service. Aug <var data-var='date'>21</var>, <var data-var='time'>13:15</var> EDT Update - Our VoIP engineers are still working to fully restore calling. A configuration change is being prepared that is expected to improve stability, with resolution estimated within the next hour. We’ll share another update once we’ve confirmed results.For more information or to be kept up to date, please visit our status page: https://status.vanillasoft.com/ Aug <var data-var='date'>21</var>, <var data-var='time'>12:52</var> EDT Update - Our VoIP engineers are continuing to work on a resolution. We will continue to monitor closely and provide updates as soon as we have confirmation of stability. Thank you for your patience and understanding. Aug <var data-var='date'>21</var>, <var data-var='time'>12:26</var> EDT Identified - Our engineers have identified the issue and are currently deploying and testing a fix. We will continue to monitor closely and provide updates as soon as we have confirmation of stability. Aug <var data-var='date'>21</var>, <var data-var='time'>12:09</var> EDT Investigating - We are currently investigating reports that outbound calls are failing to establish. Some clients are experiencing dead air when attempting to place calls. Our engineering team is actively engaged and investigating the root cause. We will provide updates as more information becomes available. Please visit our status page at https://status.vanillasoft.com/ for up-to-date information.

VOIP-Inbound/Outbound Dialing (VS Connect)

Aug <var data-var='date'>20</var>, <var data-var='time'>15:09</var> EDT Resolved - The inbound and outbound dialing issues are now resolved. Thank you. Should you experience any further issues, please contact our Customer Support Team. Aug <var data-var='date'>20</var>, <var data-var='time'>14:40</var> EDT Update - Our engineers have implemented additional measures to bring us to resolution. Calls are working both inbound and outbound, please contact support if you continue to experience issues. We are continuing to monitor the situation closely. Aug <var data-var='date'>20</var>, <var data-var='time'>12:47</var> EDT Monitoring - Our engineers confirm a fix has been deployed. Although we have seen significant improvements, some, clients may still be experiencing intermittent issues including call failed to establish errors, dead air and call drops. The entire team is working on these issues and treating this as a high priority. Please continue to engage our customer support team. Thank you

UPDATE: VOiP Outbound Dialing/Fail to Establish

Aug <var data-var='date'>20</var>, <var data-var='time'>11:58</var> EDT Resolved - The outbound dialing issue has now been fully resolved. All systems are operating normally. If you experience any further issues, please contact our Customer Support team: Phone: 972-200-0179, option 2 Email: support@vanillasoft.com Live Chat: Available via the Support Portal We thank you for your understanding. Aug <var data-var='date'>20</var>, <var data-var='time'>11:09</var> EDT Update - Our engineers have identified the issue and are currently deploying and testing a fix. We will continue to monitor closely and provide updates as soon as we have confirmation of stability. Again, thank you for your patience and understanding. Aug <var data-var='date'>20</var>, <var data-var='time'>10:32</var> EDT Identified - Engineers continue to be engaged and have identified the root cause of the outbound call failures. Some clients are also reporting call quality issues when calls do connect. We understand the inconvenience these issues are causing, and we are working quickly towards a resolution. Thanking you in advance for your continued patience and understanding. Aug <var data-var='date'>20</var>, <var data-var='time'>09:34</var> EDT Investigating - We are currently investigating reports that outbound calls are failing to establish. Some clients are experiencing dead air when attempting to place calls. Our engineering team is actively engaged and investigating the root cause. We will provide updates as more information becomes available.

VoIP Dialing-Outbound Dialing Failing

Aug <var data-var='date'> 1</var>, <var data-var='time'>12:17</var> EDT Resolved - Please note that this issue is now resolved. Clients should be able to access the dashboard without issues. Thank you for your understanding. If issues persist, please contact our customer support team. VanillaSoft Customer Support Aug <var data-var='date'> 1</var>, <var data-var='time'>11:22</var> EDT Investigating - GENERAL NOTICE- VoIP Portal Server Errors Please note that we are aware of the issue causing our VoIP Portal to present Internal server Error Messages. This is not service impacting. An error in some subsystems related to the presentation and consolidation of invoice data is causing certain fields in the Dashboard page of Clarity to fail to display. We are actively working with our engineers through resolution of the problem. For more information, please refer to our status page at https://status.vanillasoft.com/ Thank you for your patience. VanillaSoft Customer Support

GENERAL NOTICE- VoIP Portal Server Errors

Jun <var data-var='date'>12</var>, <var data-var='time'>17:28</var> EDT Resolved - This incident has been resolved. Jun <var data-var='date'>12</var>, <var data-var='time'>17:27</var> EDT Update - We received confirmation that our Contact Centre is fully operational. Thank you for your patience and understanding during this critical outage. VanillaSoft Support Jun <var data-var='date'>12</var>, <var data-var='time'>15:46</var> EDT Update - We are continuing to work on a fix for this issue. Jun <var data-var='date'>12</var>, <var data-var='time'>15:46</var> EDT Update - Update - We are aware of a widespread Google Cloud outage that began on June 12, 2025. As our Contact Centre relies on Google Cloud for certain functionalities, this outage is currently impacting our services. What’s Happening? According to reports from Downdetector and other sources, this global outage is affecting numerous platforms that depend on Google’s infrastructure, including our Contact Centre due to issues with Google’s Identity and Access Management services. This has caused widespread disruptions for businesses worldwide. Our Response Our team is actively monitoring the situation and working closely with Google to ensure services are restored as quickly as possible. Google is addressing the issue, and we are committed to keeping you informed as updates become available. What You Can Do Stay updated on the outage via our status Status Page at https://status.vanillasoft.com We understand how critical our customer support team is to your business, and we sincerely apologize for the inconvenience caused by this outage. As a reminder, our team is ready to serve you via email at support@vanillasoft.com or chat via our support portal. Once again, thank you all for your patience and understanding. VanillaSoft Support Jun <var data-var='date'>12</var>, <var data-var='time'>15:24</var> EDT Identified - The engineers have identified the issue and a fix is being implemented. Jun <var data-var='date'>12</var>, <var data-var='time'>14:48</var> EDT Investigating - Our telephony provider for our call centre is currently experiencing a temporary service disruption. Their engineers are currently investigating the cause. Your Customer Support team is still available via email (support@vanillasoft.com) or by chat via your support portal on the VanillaSoft platform. Thanking you in advance for your patience during this service disruption. VanillaSoft Customer Support

Temporary Service Disruption Customer Support Call Centre-Phone Lines

Apr <var data-var='date'>14</var>, <var data-var='time'>15:44</var> EDT Resolved - The slowness and latency issues are fully resolved. Thank you for your patience and understanding. Apr <var data-var='date'>14</var>, <var data-var='time'>15:32</var> EDT Monitoring - A fix has been deployed, and we are seeing improved performance on the VanillaSoft platform. We will continue to monitor. If you encounter any further issues, please contact our Customer Support Team. We apologize for any inconvenience this may have caused. Thank you VanillaSoft Customer Support Team. Apr <var data-var='date'>14</var>, <var data-var='time'>15:21</var> EDT Identified - Our engineers have identified the root cause and are currently working on deploying a fix as soon as possible. We will continue to provide updates as more information becomes available. Once again, we appreciate your patience. Apr <var data-var='date'>14</var>, <var data-var='time'>15:09</var> EDT Investigating - We are currently experiencing slowness and latency issues across the VanillaSoft platform. This may affect your ability to access certain features or result in delayed system responses. Our engineering team is actively investigating the root cause and working diligently to implement a resolution as quickly as possible. We sincerely apologize for the inconvenience this may cause and appreciate your patience and understanding as we work to restore optimal performance. We will continue to provide updates as more information becomes available. — The VanillaSoft Support Team

Slowness and Latency Issues on VanillaSoft

Mar <var data-var='date'> 3</var>, <var data-var='time'>13:05</var> EST Resolved - The HUD and HUD group, including some of the HUD functionality issues, have now been resolved. This also includes reports of latency issues related to logging into our VoIP portal and portal navigation. We apologize for the inconvenience and once again thank you for patience and understanding. If you encounter any further issues, please do not hesitate to reach out to our Customer Support Team. Mar <var data-var='date'> 3</var>, <var data-var='time'>12:33</var> EST Monitoring - We have implemented a fix and are currently monitoring. If you are experiencing any further issues, please reach out to our Customer Support team via chat or at 972-200-0179, option 2. Thank you Mar <var data-var='date'> 3</var>, <var data-var='time'>12:02</var> EST Update - Clients are still reporting intermittent latency issues with loading HUD or HUD Groups. Some clients that are currently logged in are now stating that some of the HUD functionality such as supervised/blind transfers are not functional. Our engineering teams are continuing to work on resolving these issues and getting the service back and running as soon as possible. Thank you for your patience and we apologize for this continued disruption. Mar <var data-var='date'> 3</var>, <var data-var='time'>10:43</var> EST Identified - The team has identified the root cause and are working on a resolution. We apologize for the delays and appreciate your continued patience. Mar <var data-var='date'> 3</var>, <var data-var='time'>10:16</var> EST Update - We are continuing to investigate the cause of the HUD issues, which include HUD not loading and HUD groups not displaying for some clients. We are aware of the impacts to you and your business, and we appreciate your patience. If you have any questions, please reach out to our Customer Support team via chat or our contact center at 972-200-0179, option 2. Mar <var data-var='date'> 3</var>, <var data-var='time'>09:34</var> EST Investigating - We are currently investigating reports that some clients are unable to load their HUD through the Clarity Portal. Our engineers are engaged, and we will provide an update as soon as possible. We understand the urgency behind this and are actively working on a resolution. We apologize for the inconvenience and thank you for your patience

Some Clients reporting that the VoIP HUD not Displaying

Jan <var data-var='date'>26</var>, <var data-var='time'>19:41</var> EST Resolved - Dear clients, This is to inform you that we have successfully completed the required maintenance. All systems and phones are operational. Thank you for your patience and understanding. The Customer Support Team Jan <var data-var='date'>24</var>, <var data-var='time'>09:05</var> EST Monitoring - Scheduled Maintenance Notification: Major Network Upgrades on Friday, January 24th, and Saturday, January 25th Dear Valued Customer, We want to inform you about a scheduled network maintenance activity that may affect your VanillaSoft VoIP service. Our vendor, CounterPath (Alianza), will be performing significant upgrades to the systems supporting your service. This work is essential to enhancing the reliability and performance of your VoIP platform. Below are the key details to help you prepare: What’s Happening? We will be upgrading the network infrastructure for the servers that power your VanillaSoft VoIP services. These upgrades will improve system stability and ensure a better experience for you in the future. When Will This Happen? The maintenance will take place during the following times: Friday, January 24th, 2025: 11:00 PM ET – 2:00 AM ET Saturday, January 25th, 2025: 11:00 PM ET – 2:00 AM ET Each maintenance window is expected to last approximately three hours. How Will This Impact You? During these times, you may experience intermittent disruptions to your VoIP service, including periods where calls and other functionalities are temporarily unavailable. Good news: If you are already logged into your VoIP app before the maintenance begins, you should still be able to make and receive calls. However, some interruptions may occur as we upgrade critical systems. We recommend planning around these maintenance windows if you anticipate needing uninterrupted service during this time. What Happens Next? If you have any questions or concerns about this maintenance or experience any issues after the upgrades are complete, please don’t hesitate to reach out to our Customer Support Team. We are here to help and will ensure that everything is running smoothly for you. Thank You! We sincerely apologize for any inconvenience this may cause and greatly appreciate your patience and understanding as we work to improve your service. Thank you for choosing VanillaSoft. Warm regards, The Customer Support Team

Is VanillaSoft down?

VanillaSoft status is UP

Lastest published events

Failed to Establish calls for Clarity Users/Unable to Log into Clarity Portal

Failed to Establish calls for Clarity Users

VoIP-Clarity Platform-Calls not Routing, Calls Not Transferring, Click to Dial not Functioning for some of our clients

VanillaSoft Services, Components and Regions

Recent VanillaSoft events

Failed to Establish calls for Clarity Users/Unable to Log into Clarity Portal

Failed to Establish calls for Clarity Users

VoIP-Clarity Platform-Calls not Routing, Calls Not Transferring, Click to Dial not Functioning for some of our clients

Failed to Enable Error for some VoIP Users

Intermittent Failed to Enable (SIP Error 500) for VoIP Users

Inbound and outbound calls issues

Get your FREE account now,
5 monitors included!

Is VanillaSoft down?

VanillaSoft status is UP

Lastest published events

Failed to Establish calls for Clarity Users/Unable to Log into Clarity Portal

Failed to Establish calls for Clarity Users

VoIP-Clarity Platform-Calls not Routing, Calls Not Transferring, Click to Dial not Functioning for some of our clients

VanillaSoft Services, Components and Regions

Recent VanillaSoft events

Failed to Establish calls for Clarity Users/Unable to Log into Clarity Portal

Failed to Establish calls for Clarity Users

VoIP-Clarity Platform-Calls not Routing, Calls Not Transferring, Click to Dial not Functioning for some of our clients

Failed to Enable Error for some VoIP Users

Intermittent Failed to Enable (SIP Error 500) for VoIP Users

Inbound and outbound calls issues

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!