Voice Service Degradation

Update timeline

1. investigating Jun 08, 2026, 01:57 PM UTC

   Automated monitoring detected the issue and generated an alert..

2. identified Jun 08, 2026, 02:03 PM UTC

   Test calls confirmed an issue affecting voice call processing on the impacted server..

3. monitoring Jun 08, 2026, 02:05 PM UTC

   Recovery actions were initiated to restore service..

4. resolved Jun 08, 2026, 02:09 PM UTC

   Follow-up testing confirmed that voice services had returned to normal operation..

5. monitoring Jun 09, 2026, 02:00 PM UTC

   The incident was caused by a software defect within a third-party voice gateway component that was triggered under specific high-load conditions. When the defect was triggered, the affected voice server was no longer able to process call-related activities correctly, resulting in disruption to voice client connectivity, call control functions, and audio handling for impacted calls Service was restored following recovery actions on the affected voice server Corrective Action Plan: Improvements to the Call Probing Implementation Deploy new Voice Gateway version 20.20.0 GA on QA Enable Active-Active Voice Gateway functionality on QA Deploy new Voice Gateway version 20.20.0 GA on Production Enable Active-Active Voice Gateway functionality on Production for Instance 5-6.