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

Update timeline

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

   Type: Incident Duration: 1 hour and 37 minutes Affected Components: CCaaS Europe - Voice Services, CCaaS International - Agent UI Apr 21, 10:15:00 GMT+0 - Monitoring - We recovered functionality of the affected service and are continuing to monitor the system. Apr 21, 11:26:43 GMT+0 - Resolved - 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. Apr 21, 09:50:00 GMT+0 - Investigating - 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.