Buzzeasy incident

Portal stuck, Agent App fails to get voice config

Major Resolved

Buzzeasy experienced a major incident on July 20, 2026 affecting Graia Contact Center as a Service (CCaaS Europe - Voice Services) and Graia Contact Center as a Service (CCaaS Americas - Voice Services) and 1 more component, lasting 41m. The incident has been resolved; the full update timeline is below.

Started
Jul 20, 2026, 08:42 AM UTC
Resolved
Jul 20, 2026, 09:23 AM UTC
Duration
41m
Detected by Pingoru
Jul 20, 2026, 08:42 AM UTC

Affected components

Graia Contact Center as a Service (CCaaS Europe - Voice Services)Graia Contact Center as a Service (CCaaS Americas - Voice Services)Graia Contact Center as a Service (CCaaS International - Email Services)Graia Contact Center as a Service (CCaaS International - Reporting & Wallboard)Graia Contact Center as a Service (CCaaS International - Admin Portal)Graia Contact Center as a Service (CCaaS International - Agent UI)Graia Contact Center as a Service (CCaaS International - Core Services)Graia Contact Center as a Service (CCaaS International - Scripting)Graia Contact Center as a Service (CCaaS International - AI Voice Bots)

Update timeline

  1. investigating Jul 20, 2026, 08:42 AM UTC

    The problem manifests to users of the portal web administration interface by it failing to load beyond the initial blank screen or to load page-specific content when navigating between menus. Contact center agents also see an error message such as “Failed to get voice configuration”, are unable to receive or initiate calls or are faling to load the web application entirely.

  2. identified Jul 20, 2026, 08:52 AM UTC

    The SRE team discovered the fact that a node is unresponsive by noticing the unusual metrics it is exhibiting.

  3. identified Jul 20, 2026, 09:05 AM UTC

    The node pool was expanded with an additional node to take over the workload of the unresponsive one.

  4. identified Jul 20, 2026, 09:08 AM UTC

    The existing pods that were on the unreachable node were moved away from it.

  5. monitoring Jul 20, 2026, 09:15 AM UTC

    Graia team members observed recovered functionality.

  6. resolved Jul 20, 2026, 09:23 AM UTC

    This incident has been resolved.