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The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

Our engineering team will be performing standard maintenance on CxEngage Who: All tenants for CxEngageWhat: General maintenanceWhere: CxEngage Infrastructure at Enghouse Data Centers What do I need to do?: No additional customer actions will be needed https://docs.cxengage.net/Help/Content/Release_Notes/Release_Notes.htm Our Support Desk is available should you experience any issues:https://enghouseglobal.atlassian.net/servicedesk/ Sign Up for Status Page Updates:http://status.cxengage.com US = +1 800.793.0549 UK = +44 770.015.6785NZ = +64 4.8318.707 AU = +61 2.8015.5378

We are pleased to inform you that the intermittent voice service issues have been fully resolved. After a period of monitoring, we have confirmed that the service is stable and operating as expected. Thank you for your patience and understanding throughout this incident. If you have any further questions or experience any issues, please don’t hesitate to reach out to our support team. Our Support Desk is available should you experience any issues: https://enghouseglobal.atlassian.net/servicedesk/ Sign Up for Status Page Updates: http://status.cxengage.com US = +1 800.793.0549 UK = +44 770.015.6785 NZ = +64 4.8318.707 AU = +61 2.8015.5378

The voice service has been fully restored by our provider and it is now fully operational. Our team is closely monitoring the system to ensure continued stability. We appreciate your patience and apologize for any inconvenience this may have caused. If you experience any further issues, please reach out to our support team. Thank you for your understanding.

We are currently experiencing intermittent failures with one of our vendors hosting our voice service. Our engineers are actively investigating the issue and working with our vendor to restore full functionality as quickly as possible. We understand the importance of reliable service and apologize for any inconvenience this may cause. We will provide updates as soon as more information becomes available. Thank you for your patience and understanding.

A node entered a bad state. Alerts were generated and actioned to resolve issue. Monitoring.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

Some customers may be experiencing issues with CxEngage Skylight. We are investigating and will post more information as it become available.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Some customers may be experiencing issues with CxEngage Skylight. We are investigating and will post more information as it become available

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to work on a fix for this issue.

We are investigating and have identified an issue with logging into CxEngage Admin and CxEngage Skylight. This is showing as a 3000 Cannot Login due to service issues *or* unexpected error has occurred on the login screen.

This incident has been resolved.

We are continuing to monitor for any further issues.

We have identified an issue and restarted the problem service to address. We are monitoring.

We are investigation an issue with call connections. Incoming calls are not connecting to agents and outbound calls do not completely start.

This issue has been resolved. We will update the cases individually with root cause.

We are continuing to monitor for any further issues.

Services have been restored and we are currently monitoring.

We are continuing to work on a fix for this issue.

We are investigation an issue with call connections. Incoming calls are not connecting to agents and outbound calls do not completely start. Currently affecting EU tenants only.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to investigate this issue.

Our engineering team is actively working on identifying and resolving the cause. We aim to provide another update within 1 hour or as soon as more information becomes available.

We have confirmed a carrier related issue for inbound and outbound calls. We are working with the vendor at the moment.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We have created a hotfix to address these issues and are planning to deploy this to both EU and US at 00:30am UTC (30min window). This is a change only to the Skylight Agent UI with no Core services impacted.

We are continuing to work on a fix for this issue.

We are investigating an error message that is being presented periodically during transfers. At this time it appears call function remains however agents are receiving an error message which is causing alarm. We are looking into resolving this matter and updates will be provided soon.

Agents may be receiving an error (11000) when transferring calls. An investigation has started. We will post updates as they are made available.

This incident is resolved. We continue to investigate the root cause and will post an RCA report to cases opened for this incident.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix has been applied.

We are currently investigating this issue.

Marking this incident resolved as no new cases have been reported for this carrier issue. An incident report will be attached to cases opened with the support team. If you need more information, please contact your CSM or CxEngage Support lifesize.support@enghouse.com.

Services have resumed. We are continuing our investigation into the issue with this carrier.

A carrier issue has been identified and a fix is underway.

Some customers may be experiencing issues with CxEngage Skylight. We are investigating and will post more information as it become available.

This incident has been resolved, and all services are confirmed to be restored to normal.

A fix has been implemented and we are monitoring the results.

We are continuing to investigate this issue.

We are currently investigating the issue.

This incident has been resolved, and all services are confirmed to be restored to normal.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

We are continuing to investigate this issue.

We are currently investigating the issue with interrupted calls and login sessions.

Issue is being marked as resolved. We will follow up in reported cases with RCA information.

We are seeing login activity. Investigation still underway.

Users are reporting issues with Skylight login. We are investigating.

This incident has been resolved.

Call Center Service Interruption Calls where interrupted this morning for approximately 10 mins due to a vendor issue. This interrupted calls and login sessions. We were resolved and back up an running within 10 mins. More information will be posted here as we continue to monitor.

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

We are continuing to monitor for any further issues.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

At this time we believe this has been resolved. Setting to monitoring.

We are continuing to investigate this issue.

We are currently investigating an issue with reporting and email degradation within the CxEngage Platform. We will update the status page as more information becomes available.

We have been closely monitoring this incident and watching for subsequent issues as a result of customer specific integrations with Microsoft services including O365 and outlook. They have closed their reported incident (MO603795) on their status page which can be viewed in your Microsoft Admin Portal Health Dashboard.

We are continuing to monitor for issues with customer 3rd party email systems (Microsoft 365 Services, MO603795). We will continue to post updates here as they are presented to us.

We are continuing to monitor for issues with customer 3rd party email systems.

This issue has now been resolved. We will continue to monitor.

We are continuing to investigate this issue.

We are aware of an issue impacting Email, where agents are unable to finish their wrap up. We are investigating this issue and will provide additional information as it becomes available. Some emails could end up being sent multiple times from the platform.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to investigate this issue.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results. A specific service host has been restarted and we no longer see this issue. We continue to monitor for this issue.

In CxQM, we are noticing that audio files cannot be played back if there is a video recording as well. We are investigating.

Issue resolved. Email and chat is back to working status.

Errors are clearing and we continue to monitor.

We are continuing to actively work towards resolution of this issue.

Root cause identified and we are actively working to resolve this issue.

Reported increased error rates and latencies in the US-EAST-1 Region for some email and chat customers.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

Customers reporting error messages on Skylight client.

We’ve been recently notified of some changes within the Telecom ecosystem that will slightly affect United States SMS Longcode Outbound campaigns. To send SMS in the United States, it is now required to register all 10DCL phone numbers. To prevent the use of unregistered numbers, carriers are now increasing their per-message rate. Unregistered numbers may also incur additional filtering or blocking. The registration process fees vary depending on usage and it consists of 2 steps: Brand Registration and Campaign Registration. Please work with your CSM to register your numbers or send an email to csm@serenova.com If you do not use United States SMS A2P (Application 2 Person) functionality on our CxEngage platform, these changes will not affect you. For further information feel free to take a look at Twilio’s article: https://support.twilio.com/hc/en-us/articles/1260800720410-What-is-A2P-10DLC-

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

This issue appears to now be resolved. We are monitoring heath at this time.

We have identified an issue with WebRTC and are working with the Vendor to resolve the issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to work on a fix for this issue.

The issue has been identified and our Engineering Team is taking steps to mitigate the issue.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

Lifesize is currently investigating an issue with call degradation within the CxEngage Platform. We will update the status page as more information becomes available.

On November 12, 2022, from 10:17 UTC until 13:40, Lifesize Engineers received reports of degraded performance with inbound and outbound work delivery to agents. During the incident, customers may have experienced increased application response times, Skylight error messages, dropped calls or interactions within the CxEngage platform.

This incident has been resolved

A fix has been implemented, and we are monitoring for further impact

We are currently investigating an issue

This incident is resolved.

We are monitoring changes implemented on the platform and seeing traffic return to normal.

We are currently investigating an issue with degraded performance

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

While we continue to work with our vendor on this issue we are currently seeing partial recovery with calls being completed end to end successfully.

This issue has been identified and we are working with our vendor for resolution

We are currently investigating an issue that is impacting call delivery and processing.

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been deployed in conjunction with our vendor; we will continue to monitor for system stability.

This incident has been identified, and we are working with our vendor to resolve the issue.

We are currently investigating an Issue

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Lifesize Engineers are continuing to work closely with our vendors and restore services as soon as possible. Some inbound calls are continuing to be intermittently degraded.

A fix has been implemented and we are monitoring the results.

We are seeing a number of components return to full operation, however, we continue to monitor those that are in a degraded state.

Our vendor has identified and made several changes in order to improve functionality. We continue to work closely with them to fully restore all components to operational.

This issue has been identified with our vendor and we are working towards a resolution.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Lifesize Engineers have identified latency and error responses with one of our Telco Vendors. We're working closely with the vendor to correct the issue. At this time, the issue is intermittently impacting call delivery.

We are currently investigating this issue.

This incident has been resolved.

We continue to see a number of components return to full operation; however, we are monitoring those that are in a degraded state.

We are seeing a number of components return to full operation, however, we continue to monitor those that are in a degraded state.

Several fixes have been implemented, and we are monitoring our services.

Our vendor has identified and made several changes in order to improve functionality. We continue to work closely with them to fully restore all components to operational.

We continue to see some improvements; we will continue to work with our vendor to restore all services to operational.

We continue to see some improvements; we will continue to work with our vendor to restore all services to operational.

We continue to see some improvements; we will continue to work with our vendor to restore all services to operational.

We are seeing some improvements; we will continue to work with our vendor to restore all services to operational.

This issue has been identified with our vendor and we are working towards a resolution.

We are currently investigating an issue with our vendor.

This incident has been resolved.

Call delivery services are remaining stable. Engineers are continuing to closely monitor the incident.

A fix has been implemented and we're monitoring call delivery services. For any agents experiencing call delivery issues please log out and log back into Skylight.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

We are continuing to investigate this issue.

Lifesize has been made aware of a Salesforce issue impacting customers ability to access the Salesforce portal. If you have an urgent support related issue, please contact the Lifesize Global Support Center. We are currently engaged with the Vendor to resolve the issue. Lifesize Global Support Contact Numbers: United States = +1 800 793 0549  United Kingdom = +44 808 178 5513  New Zealand = +64 4 8318 707  Australia = +61 2 8015 5378  Brazil = +55 800878 2446  Japan = +81 345 109 095

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Lifesize has been made aware of a Salesforce issue impacting customers ability to access the Salesforce portal. If you have an urgent support related issue, please contact the Lifesize Global Support Center at 800-793-0549. We are currently engaged with the Vendor to resolve the issue.

We are no longer experiencing intermittent call failures, this incident has been resolved.

We are observing a service recovery and calls are no longer intermittently impacted. Lifesize Engineers will continue to closely monitor services and work with our Programmable Voice vendor to ensure a full recovery.

Lifesize Engineers are continuing to work closely with our Programmable Voice vendor. We are continuing to experience some calls intermittently failing. Refreshing your browser may alleviate some issues.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

Lifesize Engineers are currently investigating an issue related to our Programmable Voice vendor offering that may intermittently impact some voice services.

This incident has been resolved.

The issue is resolved and operating normally. We will continue to monitor for system stability. Thank you

The issue is resolved and operating normally. We will continue to monitor for system stability. Thank you

Lifesize is continuing to work with the carrier on implementing the fix, customers should start to see continued improvement as the fix is implemented. Thank you.

Lifesize has identified the issue and we are currently working with our carrier to implement a fix for this issue.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

Lifesize is currently investigating an issue with our carrier with call processing. We will be providing updates as they become available. Thank you.

This incident has been resolved.

We are monitoring Twilio for reported issues. We are not currently seeing any impact at this time but will continue to monitor.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

We are currently investigating this issue.

This incident has been resolved.

Customers may have noticed intermittent login issues, this has been resolved and we are monitoring the platform at this time. Thank you.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Lifesize Engineers have identified the issue and a fix is being implemented. We will post an update as soon as more information becomes available. Thank you.

Lifesize Engineers are continuing to investigate the issue by way of extensive end to end tracing activities. We will continue to post updates as soon as more information becomes available. Thank you.

Lifesize is currently investigating an issue with SMS messages intermittently not being delivered. We will post an update as soon as more information becomes available.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are continuing to investigate this issue.

We are currently investigating issues in the North America region with CxEngage not delivering calls to available agents. We will post an update as soon as more information becomes available.

This incident has been resolved.

Lifesize engineers have resolved the issue and we are now seeing full recovery. Currently monitoring.

Lifesize engineers continue to work toward resolution of the issue, and at this time we are seeing partial recovery of services.

Lifesize engineers have identified the issue and are working on a fix.

We are currently investigating an issue with login to skylight and CxEngage UI

This incident has been resolved.

Services are stable at this point. We are continuing to monitor for any further issues.

Lifesize Engineers are currently investigating login issues and call failures.

Lifesize Engineers have seen service stability and are moving this incident into a Monitoring status which will extend overnight.

Lifesize Engineers have confirmed service functionality has continued to perform as expected. At this time our messaging service is the remaining service experiencing an intermittent issue. We are continuing to work with our vendor for complete resolution.

Lifesize Engineers continue to see marked improvement and are still engaged with our vendor.

Lifesize Engineers are seeing continued improvement at this time and are still engaged with our vendor.

Lifesize Engineers have validated that SSO login issues are no longer occurring and will continue to monitor this issue. We are still engaged with our vendor for complete restoration at this time.

Lifesize Engineers have seen improvement related to successful SSO login attempts and other services. However, we are continuing to work with our vendor.

Lifesize Engineers are continuing to work with our vendor for resolution.

Lifesize Engineers are continuing to work with our vendor for resolution.

Lifesize Engineers are continuing to work with our vendor for resolution.

Lifesize Engineers are continuing to work with our vendor for resolution.

Lifesize Engineers are continuing to work with our vendor for resolution.

We are continuing to work on a fix for this issue.

Lifesize Engineers are continuing to work with our vendor for resolution.

Lifesize Engineers are continuing to work with our vendor for resolution.

Lifesize Engineers have implemented a temporary fix to alleviate some issues with agent sign in and call transfers.

Lifesize Engineers have identified the issue and are working closely with our vendor for resolution.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

We are continuing to monitor for any further issues.

We are continuing to monitor for any further issues.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are currently investigating issues with outbound calls.

The incident has been resolved.

Services have recovered and we are now monitoring.

We are continuing to work on a fix for this issue.

The issue has been identified, and we are now recovering.

We are currently investigating reports of degraded service

This incident has been resolved.

Lifesize Engineers have investigated an issue related to our Programmable Voice vendor offering and are working with them to obtain additional information. We believe the issue is resolved and will be monitoring services closely.

We are currently investigating an issue that may be impacting some voice services.

This incident has been resolved.

Lifesize Engineers have been advised that there is a new issue that is being investigated by our vendor and are working with them to obtain additional information. Previous behavior that was recovering may be seen again.

We are continuing to monitor for any further issues.

LifeSize Engineeers have confirmed that the initial issue has been resolved and are currently monitoring our services to ensure there are no further actions to be taken or interruptions. At this time, we are aware that there may be intermittent issues seen until all services have recovered.

At this time the issue has been resolved by our vendor and we are monitoring services as they normalize.

At this time the issue has been resolved by our vendor and we are monitoring services as they normalize.

The issue is potentially related to our service vendor and currently investigating connectivity issues.

We are currently investigating this issue.