Calls are intermittently not completing. ESI engineers are investigating and troubleshooting.

We are continuing to see reports of call stoppage and feature failure. ESI engineers have been able to identify a potential cause and now currently working on a resolution. Our apologies for the continued inconvenience.

ESI engineers have identified the root cause of today’s call connection issues. We are actively implementing adjustments to mitigate the impact and are working toward a full resolution. Currently, only a subset of our services is affected, and that number continues to decline as improvements take effect. We appreciate your patience and understanding as we work to restore full service stability.

Updated List Of Affected Services: ESI eConsole Dashboard, ESI eTeams Connector, SMS Texting, ESI Webphone

We are currently experiencing a recurrence of the service issues that began yesterday. While our engineering team at ESI implemented adjustments that successfully resolved many of the initial problems, some issues have reappeared today. ESI engineers are actively working to identify and resolve the remaining problems as quickly as possible.

ESI engineers have identified additional adjustments needed to resolve the ongoing service issues. We are carefully planning the implementation of these changes to ensure a thorough and effective resolution.

ESI engineers continue to make and monitor adjustments needed to resolve ongoing service issues.

ESI engineers are actively investigating and implementing system adjustments to resolve the ongoing service issues. These efforts are resulting in gradual improvements, and we remain committed to fully restoring service stability as quickly as possible.

ESI engineers continue to make and monitor adjustments needed to resolve ongoing service issues.

Our engineers are actively working to resolve the issue and are implementing improvements to restore full system functionality as quickly as possible. We appreciate your patience and will continue to keep you updated.

ESI engineers have made significant progress in addressing the recent service issues. At this time, most of the problems appear to be resolved. However, we are continuing to monitor system performance closely and will remain diligent in testing, troubleshooting, and identifying any additional issues that may arise. The ESI team will not consider this matter closed until we are confident that all systems are operating as expected.

We wanted to provide an important update regarding the recent service issues. While we initially believed the problems were resolved yesterday, we are now receiving reports that many of the same issues are persisting as more users come online. Please know that our ESI Engineers and support staff are actively working to identify and resolve the remaining issues as quickly as possible. We understand the disruption this may be causing and sincerely apologize for the inconvenience.

ESI engineers are actively working to resolve the ongoing system issues. Below is a summary of the current functionality. While this reflects the experience for most customers, please note that individual results may vary slightly depending on specific configurations.

Functionality Currently Operational: Inbound & Outbound Calling, Call Queues, Auto Attendant, Call Park, Call Transfer, Voicemail, Webphone, ESI Phones, Call Recordings, Popups, eTeams, ePhoneGo2

Known Issues: Most issues are with the eConsole portal, e.g., Active call records may not display accurately, Call queue agent status may not reflect real-time availability

We will continue to provide updates as more information becomes available. Thank you for your patience and understanding.

The ESI engineering team has implemented additional adjustments to resolve the system issues. We believe these changes have significantly improved service performance. We will continue to monitor and test the system throughout the weekend, and we remain committed to making any further enhancements necessary to fully resolve the issues and ensure optimal performance.

The adjustments made by ESI engineers over the weekend have significantly improved overall system performance and reliability. While we believe the root cause of the recent issues has been resolved, some residual effects are still impacting a limited number of customers. Our support team is actively working with affected customers on a case-by-case basis and is making strong progress toward full resolution. We continue to closely monitor the system to ensure stability and address any emerging concerns promptly.

We are pleased to report that the core issues affecting our system have been fully resolved. After extensive monitoring and testing, we are confident in the stability and performance of the platform. As such, we are officially closing this incident. While the underlying problem has been addressed, our support team will continue working with any customers experiencing residual or one-off issues to ensure a smooth and complete return to normal operations. We appreciate your patience and support throughout this process and remain committed to delivering reliable service moving forward.

Status has been changed to Resolved.

ESI engineers will perform phone system maintenance and software upgrades daily from 10:00 PM CDT to 4:00 AM CDT, beginning May 6 and ending May 12, 2025.

No service interruption is expected.

The scheduled maintenance is now underway. We'll keep you updated on our progress.

The maintenance is now complete. Thanks for your patience.