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

• Start Time: 1/16/2026 at 7:43am CST

• Impact: Customers using Twilio for IVR may experience a message on inbound calls stating that " we are having technical difficulties at this time".

• 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.

CUSI is announcing that a resolution has been successfully deployed to address Twilio inbound IVR issue. Our technical team has made the necessary corrections and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: The root cause of the connectivity problem was traced to the message server switching to an IP address that was not included on the existing allowlist. As a result, any clients that relied on firewall rules referencing the previous IP were unintentionally blocking communication from our communications server to UMS

Actions Taken:

• The allowlist has since been updated, and connectivity has been restored. CUSI is closely monitoring system performance and functionality to ensure that the issue has been fully resolved and that no further disruptions occur.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.
• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.
• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI is announcing that the tasks executed related to Twilio IVR inbound have successfully addressed the issues as of 1:43 pm CST.

Details of the Issue:

• Issue Start Time: 7:43am CST
• Duration: 6 hours
• Affected Services:
• Twilio IVR Inbound

What Happened:

The issue was caused by the message server switching to an IP address that was not included on the existing allowlist.  

Resolution Steps:

• Diagnosis: CUSI quickly diagnosed the issue, identifying the issue.
• Action Taken: CUSI implemented the following actions to resolve the issue:
• The allowlist has since been updated, and connectivity has been restored.
• Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

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.

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 account lookup using IVR Tech. Customers

• Start Time: 08/05/2025 @ 8:26 am CST

• Impact: Customers using IVR Tech will not be able to look up customer accounts.

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

CUSI is still actively investigating the issue affecting account lookups via IVR Tech. We are collaborating closely with the IVR Tech team to resolve the matter as swiftly as possible and will share additional updates as they become available.

CUSI continues to actively work toward resolving the IVR Tech issue and has identified a configuration on IVR Tech’s end as the likely source. We are optimistic that a resolution will be reached soon.

Thank you for your continued patience.

CUSI is announcing that a resolution has been successfully deployed to address the IVR Tech account lookup issue. The technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: A configuration change has been applied to the IVR Tech platform.

• Monitoring: CUSI and IVR Tech are closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

• The technical team has identified and addressed the cause of the disruption.

• Mitigation measures have been put in place to prevent recurrence.

• Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI is announcing that the performance issues affecting the IVR Tech account lookup were resolved as of 2:47PM CST on 8/5/2025.

Details of the Issue:

• Performance Degradation Start Time: 8/5/2025 @ 8:26am CST

• Duration: 6 hours 21 minutes

• Affected Services:

  • IVR Tech Account Lookup

What Happened:

The performance issue was caused by a recent server certificate rotation done by IVR Tech. CUSI identified the problem and worked diligently with IVR Tech to restore the service.

Resolution Steps:

• Diagnosis: Our team quickly diagnosed the issue, identifying that some client systems experienced SSL verification errors when connecting to services on a specific server, resulting in connection failures. Investigation identified that though the new server certificates were present, they were not properly activated in the system certificate configuration. This caused SSL verification errors for applications using the trust store.

• Action Taken: IVR Tech properly enabled the new root certificates in the system trust store.

• Verification: After applying the fixes, CUSI and IVR Tech thoroughly tested the services to ensure they function as expected. To prevent recurrence, IVR Tech updated their certificate rotation procedures to include validation across different client types.

Current Status:

As of now, all affected services are fully operational. You 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.

CUSI is announcing that the performance issues affecting the IVR Tech account lookup were resolved as of 2:47PM CST on 8/5/2025.

Details of the Issue:

• Performance Degradation Start Time: 8/5/2025 @ 8:26am CST

• Duration: 6 hours 21 minutes

• Affected Services:

  • IVR Tech Account Lookup

What Happened:

The performance issue was caused by a recent server certificate rotation done by IVR Tech. CUSI identified the problem and worked diligently with IVR Tech to restore the service.

Resolution Steps:

• Diagnosis: Our team quickly diagnosed the issue, identifying that some client systems experienced SSL verification errors when connecting to services on a specific server, resulting in connection failures. Investigation identified that though the new server certificates were present, they were not properly activated in the system certificate configuration. This caused SSL verification errors for applications using the trust store.

• Action Taken: IVR Tech properly enabled the new root certificates in the system trust store.

• Verification: After applying the fixes, CUSI and IVR Tech thoroughly tested the services to ensure they function as expected. To prevent recurrence, IVR Tech updated their certificate rotation procedures to include validation across different client types.

Current Status:

As of now, all affected services are fully operational. You 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.