Subject: Fwd: Regarding Twilo (Jacques Lundgja)
From: Ashwani Panicker <[email-masked]>
To: "Pravesh Singh" <[email-masked]>
Date: Sat, 11 Jan 2020 06:58:26 -0700 (MST)

FYi 

Regards 
Ashwani 

From: "Parvez Alam" <[email-masked]> 
To: "Brian Sexton" <[email-masked]> 
Cc: "Ashwani Panicker" <[email-masked]> 
Sent: Friday, January 10, 2020 4:57:25 PM 
Subject: Regarding Twilo (Jacques Lundgja) 

Hi Brian, 

Can you please follow up with Tec on Jacques's twilio issue. 

Kind Regards 
Parvez Khan 

From: "Parvez Alam" <[email-masked]> 
To: "Meghan Flanagan" <[email-masked]> 
Sent: Thursday, 9 January, 2020 15:04:28 
Subject: Fwd: Regarding Twilo 

Hi Meghan, 

This is the thread for the twilio issue reported for Jacques. 

Kind Regards 
Parvez Khan 

From: "india inbox" <[email-masked]> 
To: "V Watch" <[email-masked]>, "india inbox" <[email-masked]>, "Customer Service Tech Team" <[email-masked]> 
Cc: "Parvez Alam" <[email-masked]>, "Ashwani Panicker" <[email-masked]> 
Sent: Thursday, 2 January, 2020 18:44:38 
Subject: RE: Regarding Twilo 

Hi John , 

Yes it is opening for me – Here you go  

2020-01-02T09:33:40.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:33:40.907Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:33:45.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:33:45.935Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:33:50.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:33:50.672Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:33:55.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:33:55.938Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:00.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:01.020Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:05.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:05.940Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:10.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:10.716Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:15.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:15.933Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:20.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:20.677Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:25.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:25.916Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:30.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:30.948Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:35.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:35.922Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:40.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:40.705Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:45.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:45.957Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:50.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:50.699Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:34:55.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:34:56.589Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:00.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:00.745Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:01.322Z - OnACall: No - checking if update is required 

2020-01-02T09:35:01.324Z - OnACall: No - API call to: https://cstools.viagogo.net/ViagogoPhoneClient/update.xml?cacheBuster=1577957701324 

2020-01-02T09:35:01.809Z - OnACall: No - App version: 2019.12.17.1210 server version: 2019.12.17.1210 

2020-01-02T09:35:01.811Z - OnACall: No - update required check: false 

2020-01-02T09:35:05.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:05.923Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:10.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:10.733Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:15.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:15.935Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:20.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:20.918Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:25.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:25.929Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:30.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:30.917Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:35.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:35.704Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:40.323Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:40.905Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:45.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:45.901Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:50.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:50.679Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:35:55.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:35:55.942Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:36:00.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:36:00.689Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":"Completed","transactionId":"23829872","to":"33975180956","from":"33635591479","language":"fr","phoneLineTypeId":1,"taskQueueFriendlyName":"Green FR"} 

2020-01-02T09:36:05.322Z - OnACall: No - API call to: https://cstools.viagogo.net/Viagogo.Tools.Twilio.ChromeExtension.Api/TaskRouter/GetCurrentWorkerInfo?workerSid=WK34caa8280d7044110af75652e74507dc 

2020-01-02T09:36:05.763Z - OnACall: No - {"twilioStatus":"Available","workerStatus":"EmailsAvailable","hasTask":true,"taskSid":"WTdd0a7ea9845243a7c40be8c87bf4df50","taskStatus":" 

From: [email-masked] <[email-masked]> 
Sent: 02 January 2020 12:54 
To: India Inbox <[email-masked]>; [email-masked]; Customer Service Tech Team <[email-masked]> 
Cc: Parvez Alam <[email-masked]>; Ashwani Panicker <[email-masked]> 
Subject: RE: Regarding Twilo 

[ mailto:[email-masked] | @Customer Service
 Tech Team ] 

Twilio issues – Agent can’t hear the caller 

Meghan I can’t seem to open the debug log the agent sent over, can you? 

John 

From: India Inbox < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 02 January 2020 12:38 
To: [ mailto:[email-masked] | [email-masked] ] 
Cc: Parvez Alam < [ mailto:[email-masked] | [email-masked] ] >; Ashwani Panicker < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: Regarding Twilo 
Importance: High 

Hi [ mailto:[email-masked] | 
@[email-masked] ] , 

We have similar issue again flagged by agent Jacques Lundja where they cannot hear the person on the other line. Headsets and PC’s have been checked to rule this out. 

Screenshot + Debug is attached 

Thanks, 

Meghan 

From: Parvez Alam < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 02 January 2020 12:35 
To: India Inbox < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ashwani Panicker < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Regarding Twilo 
Importance: High 

Hi Meghan, 

Agent Jacques is facing twilio issue as the status gets changed automatically, extension gets stuck sometimes on incoming calls and agent is unable to hear the customer as well. Please find the required details below: 

Username: [ mailto:[email-masked] | [email-masked] ] 

When did this happen? : Around 2 pm and 3 pm. 

- What was the status originally? : email available 

- To what status was it changed? : authenticating, phone status turning off, authenticating, etc... automatically 

- How many times this happened?: 3 times 

- What was agent doing at the time or right before this happened? Trying to accept an incoming call, and before this happened (Do ongoing calls suddenly go 'mute' at times) 

Please find the Debug report and error screenshot attached. 

Kind Regards 
Parvez Khan 

From: "Jacques Lundja" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Parvez Alam" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, 2 January, 2020 17:50:41 
Subject: Regarding Twilo 

Dear Parvez 

I am getting Twilo issue 

Username: Jacques Lundja 

When did this happen? : Around 2 pm and 3 pm. 

- What was the status originally? : email available 

- To what status was it changed? : authenticating, phone status turning off, authenticating, etc... automatically 

- How many times this happened?: 3 times(signal issue, 

- What was agent doing at the time or right before this happened? Trying to accept an incoming call, and before this happened (Do ongoing calls suddenly go 'mute' at times) 

Kind Regards 

Jacques