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

- Impact (vendor’s label): major
- Status: resolved
- Started: 2025-07-02 15:39 UTC · Resolved: 2025-07-02 17:56 UTC · Duration: 2.3 h
- Updates: 6 · Affected components: Contact Center
- [Vendor status page: https://stspg.io/z6t74gypl0k3](https://stspg.io/z6t74gypl0k3)
- [Company: Dialpad](https://rewindex.com/company/dialpad.md)

## 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)_
## Timeline of updates

- **investigating** 2025-07-02 15:39 UTC: We are currently investigating this issue.
- **investigating** 2025-07-02 15:45 UTC: We are continuing to investigate this issue.
- **identified** 2025-07-02 16:09 UTC: 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
- **monitoring** 2025-07-02 16:33 UTC: A mitigation has been applied and operator status will be recovering over time. We will provide an update when fully recovered.
- **monitoring** 2025-07-02 16:54 UTC: Our mitigation has completed and operator status has recovered. We will continue to monitor.
- **resolved** 2025-07-02 17:56 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2025-07-02 15:39 UTC: [Major incident: Some customers may be experiencing issues with contact centers](https://rewindex.com/change/if4da33d4351afe.md)


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Canonical: https://rewindex.com/company/dialpad/incidents/l0095qw8dkzg · Markdown: https://rewindex.com/company/dialpad/incidents/l0095qw8dkzg.md · JSON: https://rewindex.com/api/v1/companies/dialpad/incidents/l0095qw8dkzg · Generated 2026-10-18T09:41:03.730Z