EU02 single-instance voice platform degradation

Update timeline

1. resolved May 09, 2026, 12:23 PM UTC

   Type: Incident Duration: 1 hour and 37 minutes Affected Components: CCaaS Europe - Voice Services May 9, 12:23:00 GMT+0 - Investigating - We are currently investigating the reported incident that some customers are unable to handle inbound voice calls. This is affecting all agents of the affected customers but only customers hosted on one of our voice server instances. May 9, 13:00:00 GMT+0 - Identified - Tenants hosted on the affected voice instance were moved to the secondary instance while the investigation continues. May 9, 13:33:00 GMT+0 - Monitoring - We recovered the affected voice instance and performed test calls. The condition causing the service disruption was identified, and successful test calls after moving a test tenant back to the original instance confirmed that the instance was operating normally again. May 9, 14:00:00 GMT+0 - Resolved - This incident has been resolved. As a precaution, tenants continue to run on the secondary voice instance until the root cause analysis can be completed.