ESI is currently investigating reports of a synchronization delay affecting Queue status and Do Not Disturb (DND) visibility across user devices. We are aware that status changes may not be reflecting accurately or in real-time for all users. Impact:

Voice Services: Inbound and outbound calling are fully operational. User Presence: Users may appear "Available" while on DND (or vice versa), and Queue visibility may be inconsistent across the desktop and mobile clients. Current Action: Our engineering team is currently performing a deep-dive into the presence-management servers to isolate the cause of this delay. Next Steps: We will provide an update as soon as the root cause is identified and a timeline for restoration is established.

Update: Queue & Presence Status Synchronization

Status: Active Investigation / Root Cause Analysis (RCA)

Our engineering team continues to prioritize the investigation into the synchronization delays affecting Queue and DND status. We are currently reviewing server-side logs and presence-propagation layers to identify the specific bottleneck preventing real-time updates.

Reminder: Voice and SMS services remain 100% operational. All inbound and outbound call routing is functioning as expected.

Presence Status: Inconsistencies in DND and Queue visibility may still persist across some devices.

Action Plan: We have escalated the investigation to our senior architecture team to perform a more granular review of the status-delivery framework. We are committed to resolving this synchronization issue and will provide further details as the diagnostic process continues.

Update: eConsole failing to load, Queue & Presence Status Synchronization

Status: Active Investigation / Root Cause Analysis (RCA)

Our engineering team is investigating the eConsole issues where the page fails to load after logging in

Our engineering team continues to prioritize the investigation into the synchronization delays affecting Queue and DND status. We are currently reviewing server-side logs and presence-propagation layers to identify the specific bottleneck preventing real-time updates.

Reminder: Voice and SMS services remain 100% operational. All inbound and outbound call routing is functioning as expected.

Presence Status: Inconsistencies in DND and Queue visibility may still persist across some devices.

Action Plan: We have escalated the investigation to our senior architecture team to perform a more granular review of the status-delivery framework. We are committed to resolving this synchronization issue and will provide further details as the diagnostic process continues.

Update: Queue & Presence Status Synchronization

Status: Active Investigation / Root Cause Analysis (RCA)

Our engineering team has resolved the eConsole issues where the page fails to load after logging in

Our engineering team continues to prioritize the investigation into the synchronization delays affecting Queue and DND status. We are currently reviewing server-side logs and presence-propagation layers to identify the specific bottleneck preventing real-time updates.

Reminder: Voice and SMS services remain 100% operational. All inbound and outbound call routing is functioning as expected.

Presence Status: Inconsistencies in DND and Queue visibility may still persist across some devices.

Action Plan: We have escalated the investigation to our senior architecture team to perform a more granular review of the status-delivery framework. We are committed to resolving this synchronization issue and will provide further details as the diagnostic process continues.

We've now resolved the incident. Thanks for your patience.

Users may experience issues accessing the portal via the eTeams plugin within the Microsoft Teams application. We are currently investigating an issue affecting the eTeams integration in Microsoft Teams.

Please note: * Voice services are NOT affected. All inbound and outbound calling functions are operating normally.

Workaround: You can continue to access the portal directly using your web browser.

Our engineering team is actively working on a resolution. We will provide further updates as they become available.

Our engineering team is currently conducting a systematic review of the eTeams plugin handshake and API connectivity. While the specific root cause is still being isolated, we are investigating potential issues between the plugin and the Microsoft Teams framework.

Core Services: Voice, SMS, and Call Routing are not impacted and continue to function normally.

Workaround: Please continue to use your standard web browser to access the user portal directly

Our engineering team has resumed deep-dive diagnostics following the weekend monitoring period. We are continuing to investigate the integration layer between the eTeams plugin and the Microsoft Teams framework. At this stage, we are also reviewing recent third-party environment updates that may be impacting the plugin handshake.

Service Impact:

Core Voice & SMS: Fully Operational. All inbound and outbound calling remains unaffected. Portal Access: The eTeams plugin remains impaired.

Workaround: As a reminder, all administrative and user portal functions are fully accessible via any standard web browser. Please use this method for all portal-related tasks while we continue to work toward a resolution for the Teams integration.

Next Steps: Our team is working toward isolating the specific conflict. We will provide further information as the investigation progresses.

Final Update: eTeams Plugin Accessibility

Status: Resolved / Service Restored

Following a period of intensive monitoring and framework testing, we are pleased to confirm that the eTeams plugin for Microsoft Teams is now functioning normally. Full connectivity between the plugin and the user portal has been restored.

Current Status: All plugin features are fully operational.

Core Services: Voice, SMS, and Call Routing continue to function with 100% uptime.

Action Required: In most cases, the fix will be automatic. If you still encounter any display issues, please try restarting your Microsoft Teams client to refresh the plugin handshake.

Our engineering team has verified the restoration across all environments, and we are now officially closing this incident. We appreciate your patience while we worked through this integration impairment.