Resolved faults

• 26/02/2024 There is an issue with the User Status

  Wednesday 26/02/2025

  There is an issue with user statuses. We have found a fix and will deploy it soon. We apologise for the inconvenience.

  Status: Resolved

  Cause: Under investigation

  Impact: Webphone Users

  Duration: 14:05 – 14:25

• 19/02/2025 Webphone user Issue for Chrome Users

  Wednesday 19/02/2025

  Update:  on 18/02/2025 at 9:00am: Many users are having trouble answering Webphone calls using the buttons in the pop-up. We are actively working on identifying the cause of this issue and determining whether we can continue offering this feature.

  Description: Users are having trouble answering Webphone calls using the buttons in the pop-up! This seems to only be affecting Chrome users for now!

  Status: Resolved

  Cause: We are still looking at this to find the cause!

  Impact: Webphone Users

  Workaround: We recommend that clients set up the webphone using Microsoft Edge as an alternative solution.

   

• 17/02/2025 Voicemail transcription issue

  Monday 17/02/2025

  Update 14:40 on 17/02/2025: We have found the problem, and it should be working again. We deployed a minor package update, some of which is used in the transcription service. After deployment, the CUDA errors stopped. If voicemail messages from after 14:40 do not have transcribed text, please contact us.

  Description: It looks like voicemail messages have not been transcribed since Friday. We are investigating the cause.

  Status: Resolved

  Cause: AI requires a lot of GPU memory, and since a small update, the GPU memory started filling up, preventing the system from converting spoken text.

  Impact: Voicemail transcriptions

  Duration: 13/02/2025 – 17/02/2025

• 06/02/2025 Problem at strategic telecom partner network

  Thursday 06/02/2025

  Update: Problem at strategic telecom partner in South Africa. No in or outbound calls were possible between 8:40 and 9:10. The issue appears to be resolved. If you continue to experience problems, we recommend restarting the devices. If the problems persist, please contact us.

  Status: Resolved

  Cause: Problem at telecom partner network

  Impact: All Customers

  Duration: 8:40am – 9:10am, Thursday, February 06

• 27/12/2024 Delay in call data processing

  Update 13:30 – Data experienced delays due to a disruption in our services.

  Status: The time measurements on the queue dashboard may be inaccurate. This will resolve itself overnight. Customers may also miss transcriptions for some voicemail emails.

  Status: Resolved

  Cause: Unknown

  Impact: Delay in Data Processing and Voicemail Transcriptions

  Duration: 12:35am – 13:35 PM, Friday, December 27

• 09/12/2024 Error when toggling user availability

  Monday 09/12/2024

  Update 11:50 – Some users are unable to switch the user availability of their hard phones to online. We are working hard to find a solution. For now, a possible workaround is to change your dial plan to point towards the Webphone.

  Status: Active

  Cause: Unknown

  Impact: Hard phone users

  Duration: 11:30 – Ongoing

• 06/12/2024 Data centre issue

  Friday 06/12/2024

  12.30: There is currently a problem with all of our services due to an issue at one of our data centres. We are working hard to find a solution ASAP.

  Status: Resolved

  Cause: Problem at data centres

  Impact: All services

  Duration: 12:30 – 13;30

• 15/10/2024 Incoming voicemails not delivering

  Status: Resolved

  Cause: N/A

  Impact: All customers

  Duration: 17:00 – 19:00

• 03/10/2024 Android hangup

  Thursday 03/10/2024

  16.00: There is a bug currently ongoing where calls drop if  it takes too long to answer (around 15+ seconds but probably less). The problem started when Andriod version 7.57.0 was released.

  Friday 04/10/2024

  13.25: Issues is found en fixed in the next release. The 7.57.2 is sent to Google to review. After their permission the new version can be downloaded in the Play Store

  Status: Resolved

  Cause: Google Android Version Update

  Impact: All Android users with 7.57.0 and 7.57.1

  Duration: 04/10/2024 – 07/10/2024

• 23/09/2024 Voice mail to text transcriptions being sent only with the text 'true'

  Status: Resolved

  Cause: Recent update

  Impact: +-1800 voicemails have returned “true” instead of the actual voicemail.

  Duration: 09:28 – 13:06

• 05/09/2024 Calls drop when iOS devices go into standby

  Saturday 07/09/2024

  17.30: The problems with the Voys App on iOS doesn’t seem to be fixed for everyone. Not all calls are delivered when the screen is off. Are you having problems with the Vialer App (iOS)? Our advice is to update the app to the latest version. If you are still experiencing problems after updating the app, please contact us. To ensure that you remain reachable in the meantime, we recommend the following work-around: log in to the portal, go to ‘Management’ > ‘User’ > ‘Telephony setting’. Under ‘App account’, select the option ‘Use mobile number when no VoIP call can be set up’.

  11.00: The release of the Voys App for Android has been approved by Google. We recommend to update the Voys App. We expect that the problems will be resolved after updating the app.

  Friday 06/09/2024

  16.30: The problems with the Voys App for iOS have been fixed. It should be working properly again. The Voys App for Android has been offered again in the Google store. We are waiting for Google to approve the release. The problems for Android should be resolved with the new release. To stay reachable on your Android device, you set up the following work-around in the meantime: log in to the portal, go to ‘Admin’ > ‘User’ > ‘Telephony setting’. Under ‘App account’, select the option ‘Use mobile number when no VoIP call can be set up’. We recommend updating the Voys App for Android as soon as possible, when it is available the Google store. Should you still experience problems, please let us know.

  12.30: Currently, we are also experiencing problems on our iOS App. Calls are not being delivered when the screen is standby. There is already a new release ready to be approved by Apple.

  Thursday 05/09/2024

  16:30: During testing, we found issues with the fix. That’s why the fix will be postponed. We hope to have an update tomorrow.

  12:40: The issue with inbound calls is still ongoing. A temporary work-around is to set your mobile number as a failover option. You do this by logging in to Freedom, then go to ‘Admin’ > ‘User’ > ‘Telephony setting’ and under ‘App account’ select the option ‘Use mobile number when a VoIP call cannot be set up’.

  10:50: When an Android device goes into standby during a call, the audio currently drops out. With that, this problem occurs mainly when used with headsets. We figured out the cause and a new version is being sent to the Google Playstore today that fixes the problem.

  Status: Resolved

  Cause: Recent app update

  Impact: Android and iOS device users

  Duration: 05/09/2024 – 07/09/2024

• 26/08/2024 Issue with the Opening Hours Basic feature

  Monday

  13:30: The issue has been fully resolved

  12:50: The problem was caused by a recent update, which has since been reversed and it resolved the issue for some users. However, the feature will now not load for some other users. We are working hard on finding a full solution.

  11:45: There is an issue with the Opening Hours Basic feature. When opening hours are marked as closed, calls are still coming through.

  Status: Active

  Cause: Recent Update Deployment

  Impact: Some Opening Hours Basic Users

  Duration: 11:45am – 12:50

• 22/07/2024 Problem with calls to and from mobile operators

  Update 17:00 – The problems are solved and calls are coming through again. If you’re still experiencing some issues, please contact us.

  We are experiencing an outage at our carrier. Some calls to and from mobile operators are not coming through. The problem is known to our supplier and a solution is being worked on.

  Status: Solved

  Cause: Known

  Impact: Some calls to and from mobile operators

  Duration: Monday July 22, 13:30 – 17:00

• 19/03/2023 Infra deploy error

  Because of issues with how our databases replicate information, changes in dial plans and users’ statuses are not processed correctly.

  The issues started at 18:20, and we quickly saw issues occur and know how to solve the problem. We expect to resolve them in under an hour. We are sorry for any inconvenience caused and are currently solving the issue.

  Status: Resolved

  Cause: Known

  Impact: All customers

  Duration: March 19, 18:20 – 19:23

• 02/11/2023 Webphone issues

  There were temporary issues with our Webphone due to carrying out a ‘half-capacity test’.

  Status: Resolved

  Cause: Temporary problems arose by carrying out a ‘half-capacity test’.

  Impact: Webphone users

  Duration: 10:37 – 11:05

• 08/09/2023 Fax service offline

  Status: Resolved

  Cause: Known

  Impact: Users of the fax service

  Duration: 8 September 2023 at 17:14 – 11 September 2023 at 13:15

  Update: 11 September 2023 at 13:15

  The issue has been resolved.

  Update: 11 September 2023 at 11:15

  The cause of the problem with our fax service is found and we are implementing the solution today. We expect you to be able to use the fax service again by the end of the day. We will keep you informed.

  Update: 8 September 2023 at 17:14

  There are currently problems with our fax service. Both receiving and sending faxes is not possible. We are working on a solution. Please note that you will not be able to use the fax service for at least this weekend. We apologize for any inconvenience.

• 12/07/2023 Voys App Dropped Calls

  12 July 2023

  We are receiving reports from customers that calls through the Voys App sometimes drop out. We are investigating the cause of this issue and will keep you updated through this page.

  • Status: Resolved
  • Cause: There was an issue with an audio codec
  • Impact: Some Voys app users
  • Duration: 13h30 – 17h00

• 04/04/2023 Login error on Freedom Portal and Webphone

  04 April 2023

  • Status: Resolved
  • Impact: All users
  • Cause: We deployed the webapp at 11:00 and that caused the webphone websocket connections to close. All webphones tried to reconnect at the same time causing overloading of our servers and intermittently generating 502’s.
  • Duration: 11:00 – 13:00

• 30/03/2023 Authentication error

  30 March 2023

  There is currently a problem with our authentication service. This affects both the Webphone and Freedom. We are working on a solution.

  • Status: Resolved
  • Impact: All Freedom users
  • Cause: Patch error
  • Duration: 14:00 – 14:30

• 15/07/2022 App issue

  15 July 2022

  The latest version of the mobile app, 7.2.0, struggles to make calls. Reinstalling the app should fix the issue. We are currently working on a fix.

  • Status: Resolved
  • Impact: Android and iOS Voys apps
  • Cause: App update
  • Duration: 15 July – 16 July

• 11/07/2022 Infrastructure issue

  11 July 2022

  We are currently noticing an impact on part of our infrastructure. As a result calls may not be handled correctly. We are investigating the problem and will implement a solution as soon as possible.

  • Status: Resolved
  • Impact: Infrastructure
  • Cause: Under Investigation
  • Duration: 10:30 – 11:20

• 29/06/2022 Inbound and outbound calls issue

  29 June 2022

  We are experiencing a network issue at level 3 (CenturyLink). We have re-routed calls over another network provider.

  • Status: Resolved
  • Impact: Inbound and outbound calls
  • Cause: Network issue
  • Duration: Wednesday 29 June from 17:15 until 18:20

• 16/03/2022 Credit top-up error

  Wednesday 16 March 2022

  Credit top-up via Freedom is not possible at the moment, we are looking into it. If you need to top-up urgently, please give us a call on 021 012 5000 or email accounts@voys.co.za with the amount you would like to top-up and we will assist.

  • Status: Resolved
  • Impact: All prepaid customers
  • Cause: Unknown
  • Duration: First noticed at 9:15 am

• 09/11/2021 Issue with upstream provider

  Tuesday 9 November 2021

  We are experiencing some issues with calls made via an upstream provider. Calls are being rerouted.

  • Status: Resolved
    
  • Impact: Some incoming calls unable to connect
    
  • Duration: 15:18 – 15:42

• 12/10/2021 Issue with audio messages

  Tuesday 12 October 2021

  Currently there is a problem with the audio messages. They are not being played. This concerns:

  • Welcome messages
  • IVR prompts
  • Personalised voicemail messages

  Temporary solution

  Add a call group, user or VoIP account as a first step in your calling plan, so that for example a selection menu is skipped. You can remove these as soon as the problem is solved.We are currently restoring the files. Please check this page for updates.

  • Status: Resolved
    
  • Impact: At least 90% of all notifications have stopped working
  • Cause: Messages were removed from call servers
    
  • Duration: 9:05 – 11h00