Inbound Call Processing Failure

Update timeline

1. resolved Apr 06, 2026, 11:15 AM UTC

   Type: Incident Duration: 3 hours and 30 minutes Affected Components: CCaaS Europe - Voice Services Apr 6, 11:15:00 GMT+0 - Investigating - The System Reliability Engineering (SRE) team was alerted by the Geomant Helpdesk following a report from a partner that inbound calls were not reaching agents. Apr 6, 11:52:00 GMT+0 - Investigating - After initial checks, SRE rebooted the first affected voice instance and performed test calls. The system did not recover. During the reboot, all Graia tenants were automatically failed over to the secondary instance. Apr 6, 14:20:00 GMT+0 - Monitoring - The underlying process responsible for the blockage was identified and stopped. Apr 6, 12:07:00 GMT+0 - Investigating - A broader system investigation observed an unusually high volume of outbound calls initiated by a campaign-based tenant, which was noted as a potential contributing factor and investigated further. Apr 6, 13:30:00 GMT+0 - Identified - A blockage in the call processing flow was identified, and remediation steps were initiated Apr 6, 13:43:00 GMT+0 - Monitoring - The blockage was cleared, and calls began to be successfully processed. Monitoring continued. Apr 6, 13:57:00 GMT+0 - Monitoring - The blockage reoccurred, again impacting call handling. Apr 6, 12:40:00 GMT+0 - Investigating - Senior members of the development team were engaged for further investigation. Apr 6, 14:45:00 GMT+0 - Resolved - This incident has been resolved.