Our engineering team, working alongside our vendor, has traced this issue to what seems to be a newly discovered bug in an underlying user service. The bug appears to affect how the service handles call state and delivery, which accounts for the range of symptoms reported.
As part of the resolution, we are removing the affected service pack identified as the source of this behavior. Removing this component is expected to address the underlying bug and restore normal operation across the affected services. Once the removal is complete, we will continue to monitor closely to confirm recovery and ensure the issue does not recur.
We will provide a further update as this work progresses.
Posted Jun 11, 2026 - 07:36 PDT
Update
INCIDENT — AIVA Console: Intermittent service issues Status: Investigating
Summary We are investigating multiple reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover.
Additionally, AIVA Console users may experience multiple calls being delivered from the queue even while they are already on a call. We are investigating this behavior.
Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. We will provide an update as more information becomes available.
Summary We are investigating reports affecting AIVA Console agents. Symptoms span agent state handling, call transfers, and the accuracy of agent status shown in AIVA monitoring and Akixi. Affected agents may experience disrupted call handling and need to relaunch AIVA to recover.
Workaround Agents who cannot return to Available should relaunch AIVA to restore their status. Thank you for your patience in this matter; we will provide an update as more information becomes available.