2600Hz incident

Unanswered semi-attended transfers not hitting voice mail

Major Resolved View vendor source →

2600Hz experienced a major incident on January 16, 2024 affecting Telephony Services, lasting 3h 55m. The incident has been resolved; the full update timeline is below.

Started
Jan 16, 2024, 09:34 PM UTC
Resolved
Jan 17, 2024, 01:29 AM UTC
Duration
3h 55m
Detected by Pingoru
Jan 16, 2024, 09:34 PM UTC

Affected components

Telephony Services

Update timeline

  1. investigating Jan 16, 2024, 09:34 PM UTC

    We are seeing increasing reports of semi-attended transfers not reaching the recipient's voice mail if the recipient does not answer. This is impacting our Hosted Platform only and we are currently investigating the issue.

  2. identified Jan 16, 2024, 11:09 PM UTC

    We believe we have identified the issue. We have deployed a patch to the SJC zone and are currently testing before we deploy to ORD and EWR.

  3. monitoring Jan 16, 2024, 11:50 PM UTC

    Testing has been successful so far and we've deployed the patch to all remaining Hosted Platform servers. We believe this to be fixed now, but will continue monitoring for any further issues.

  4. resolved Jan 17, 2024, 01:29 AM UTC

    This incident has been resolved.