Intermittent Issue: Accept Button Missing in Agent UI

Update timeline

1. resolved Jan 09, 2026, 02:19 PM UTC

   Type: Incident Affected Components: CCaaS Europe - Voice Services, CCaaS International - Agent UI, CCaaS International - AI Voice Bots Jan 9, 14:19:00 GMT+0 - Investigating - A few customers have reported that some agents are intermittently unable to accept inbound calls because the green Accept button is missing from the Agent UI. We are actively investigating this issue and working to identify the root cause as a priority. Jan 21, 08:22:14 GMT+0 - Investigating - Relevant DevOps workitem: Incident 143761: Agent UI: Missing answering button Jan 10, 13:11:21 GMT+0 - Resolved - The incident has been resolved Jan 9, 16:39:18 GMT+0 - Investigating - The issue affecting Agent UI has been identified and successfully resolved following corrective actions applied to the underlying services. The voice environment is now operating normally, and no further impact is currently observed. We will continue to monitor the system to ensure ongoing stability. Thank you for your patience and cooperation. Jan 9, 15:06:39 GMT+0 - Investigating - We have identified the likely cause and are currently testing a fix to ensure it fully resolves the issue. Thank you for your continued patience, another update will be shared shortly.