Investigating Potential Issues with Twilio IVR/SMS

Incident

Investigating Potential Issues with Twilio IVR/SMS

Status: Closed
Start:
End:
Duration: 2 days 3 hours 2 minutes
Affected Components:
CUSI Third-Party Interfaces
Affected Groups:
CUSI
Update

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting Twilio IVR/SMS.

  • Start Time: 06/15/2026 at 8:48am CST

  • Impact: Customers using Twilio for IVR/SMS may experience issues

  • Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

Investigating

CUSI is continuing to investigate the issue affecting Twilio IVR/SMS and has an update to share.

• Start Time: 06/15/2026 at 8:48am CST

• Impact: Only Inbound IVR Payments are currently affected. Customers calling in to make a payment will be able to enter their account information; however, when proceeding to enter card information, the call will disconnect with the message: "There is a problem with the provider."

• Estimated Resolution: TBD

CUSI is working directly with Twilio to resolve this incident as quickly as possible and will continue to provide updates as they become available. Thank you for your continued patience.

Resolved

CUSI is announcing that the issues related to the IVR failure have successfully addressed the issues as of 11:49pm CST.

Details of the Issue:

  • Issue Start Time: 06/15/2026 at 8:48am CST

  • Duration: 2 days, 3 hours 1 minute

  • Affected Services:

    • Twilio IVR/SMS

What Happened:

Upon further investigation, we have determined that the issue was not related to IVR functionality as initially suspected. The root cause was identified as an SMS delivery failure, which has since resolved itself without the need for intervention. We apologize for any confusion caused by the initial assessment and appreciate your patience as we worked to identify the correct source of the disruption.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

  • CUSI will continue to monitor the services closely to ensure stability.

  • If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

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