Customers are experiencing unresponsive agent interface and inability to start/end calls

Update timeline

1. investigating Apr 21, 2026, 09:50 AM UTC

   Some customers are seeing that they cannot receive/make calls or that agents cannot end ongoing ones. We’re aware of the issue and are working on it urgently. We’re really sorry to be holding you up today! Please know our teams are working hard to get everything up and running, and we will update you as soon as possible with the latest information..

2. monitoring Apr 21, 2026, 10:15 AM UTC

   We recovered functionality of the affected service and are continuing to monitor the system..

3. resolved Apr 21, 2026, 11:26 AM UTC

   The incident will now be considered closed with the root cause to be announced when we conclude the investigation. In our status page's terms, this will come as a 'Postmortem' update to the incident..

4. monitoring May 04, 2026, 08:50 AM UTC

   The issue was caused by a backlog in the voice processing layer, which led to internal call queues becoming saturated. As a result, new calls could not be established, and existing sessions could not be properly terminated. Further investigation showed that this condition was triggered by a recently deployed minor version update to a third-party telephony component within the voice server (applied during the maintenance window on April 18, 2026). This version exhibited stability issues when handling higher call volumes, leading to the observed behaviour. Corrective action plan: Rollback to the previous stable version of the voice server software. .