Resolved after 18 minutes, on May 19, 2026.
The incident was caused by a third-party voice gateway component becoming overloaded under specific high-load conditions. This overload triggered a software defect in the component, leading to worker thread conflicts. As a result, voice client connectivity for affected calls was disrupted, causing loss of call control and audio handling failures. Corrective Action Plan: Call Probing Implementation Automated Stuck Call Handling .
Update timeline
- investigating May 19, 2026, 11:50 AM UTC
Agents began reporting symptoms of unresponsive or silent calls..
- identified May 19, 2026, 12:02 PM UTC
A telephony service on one of the EU customer virtual machines experienced a software crash. Automatic recovery restarted the affected service..
- monitoring May 19, 2026, 12:03 PM UTC
Successful outbound call from the recovered service was observed..
- resolved May 19, 2026, 12:08 PM UTC
Agents continued to experience effects from calls that were already active during the incident (e.g. calls stuck, no audio, inability to end or retrieve calls). New calls established after recovery were handled normally..
- monitoring May 21, 2026, 02:00 PM UTC
The incident was caused by a third-party voice gateway component becoming overloaded under specific high-load conditions. This overload triggered a software defect in the component, leading to worker thread conflicts. As a result, voice client connectivity for affected calls was disrupted, causing loss of call control and audio handling failures. Corrective Action Plan: Call Probing Implementation Automated Stuck Call Handling .
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