Major incident

CM.com: Mobile Service Cloud - Issues answering native voice calls

Affected: Native Voice

Current status of CM.com: Operational — live CM.com status

Timeline

1. Jul 14, 2026, 06:53 UTC
   investigating
   We are currently investigating this issue.
2. Jul 14, 2026, 07:20 UTC
   identified
   The issue has been identified and a fix is being implemented.
3. Jul 14, 2026, 07:39 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
4. Jul 14, 2026, 08:47 UTC
   resolved
   What happened Today, some of our services experienced disruption following a release in which credentials for our Realtime service could not be read correctly during task processing. This had the potential to impact various parts of the platform, with the most significant effect on Native Voice Calls, which remained stuck in the queue and were not offered to available agents. Additionally, AI suggestions were not plotted in real time. By 09:39, the issue had been fully resolved and all services were restored to normal. What we are doing to prevent this in the future This issue was introduced by a hotfix that bypassed our standard test pipeline. Going forward, we will run core regression tests before any hotfix is released to production, ensuring issues like this are caught early. In addition, we are adding monitoring and alerting to detect this type of disruption earlier and respond more quickly. Closing Our apologies for the inconvenience caused. We will work diligently to prevent this from happening again.

Updates as published by CM.com (original).