# Dialpad: Major incident: Some customers may be experiencing issues with contact centers

**Summary:** Dialpad reported a major Contact Center incident affecting some customers and operator status, starting 2025-07-02 15:39 UTC and resolved at 2025-07-02 17:56 UTC (2 h 16 min). Dialpad advised disabling post-call wrap-up and manually setting affected agents to Available; a mitigation restored operator status. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-07-02 15:39 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/z6t74gypl0k3](https://stspg.io/z6t74gypl0k3)
- [Company: Dialpad](https://rewindex.com/company/dialpad.md)
- Versions: before (none: first archived) → after incident\_version:121/l0095qw8dkzg@eded367f665a
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Some customers may be experiencing issues with contact centers
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-07-02 15:39 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-07-02 17:56 UTC
```

**6. Added: Affected components**

```diff
+ Contact Center
```

**7. Added: Update** (investigating) · 2025-07-02 15:39 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (investigating) · 2025-07-02 15:45 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (identified) · 2025-07-02 16:09 UTC

```diff
+ The issue is identified and we are working on a fix. If you are affected, please try this potential workaround: 1) Disable post-call wrap-up: https://help.dialpad.com/docs/post-call-wrap-up-time#enable-postcall-wrapup-time 2) A contact center supervisor should select the relevant contact center in the app and manually set each affected agents' status to Available
```

**10. Added: Update** (monitoring) · 2025-07-02 16:33 UTC

```diff
+ A mitigation has been applied and operator status will be recovering over time. We will provide an update when fully recovered.
```

**11. Added: Update** (monitoring) · 2025-07-02 16:54 UTC

```diff
+ Our mitigation has completed and operator status has recovered. We will continue to monitor.
```

**12. Added: Update** (resolved) · 2025-07-02 17:56 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-07-02 15:39 UTC | Major incident: Some customers may be experiencing issues with contact centers (this change) | outage |

All Dialpad changes: [timeline](https://rewindex.com/company/dialpad/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/if4da33d4351afe · Markdown: https://rewindex.com/change/if4da33d4351afe.md · JSON: https://rewindex.com/api/v1/changes/if4da33d4351afe · Generated 2026-10-18T02:27:12.171Z