Portal stuck, Agent App fails to get voice config

Update timeline

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

   Type: Incident Duration: 41 minutes Affected Components: CCaaS International - Reporting & Wallboard, CCaaS International - Scripting, CCaaS International - Email Services, CCaaS International - Admin Portal, CCaaS International - Agent UI, CCaaS International - Core Services, CCaaS International - AI Voice Bots, CCaaS Americas - Voice Services, CCaaS Europe - Voice Services Jul 20, 08:42:00 GMT+0 - Investigating - 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. Jul 20, 09:23:00 GMT+0 - Resolved - This incident has been resolved. Jul 20, 08:52:00 GMT+0 - Identified - The SRE team discovered the fact that a node is unresponsive by noticing the unusual metrics it is exhibiting. Jul 20, 09:08:00 GMT+0 - Identified - The existing pods that were on the unreachable node were moved away from it. Jul 20, 09:05:00 GMT+0 - Identified - The node pool was expanded with an additional node to take over the workload of the unresponsive one. Jul 20, 09:15:00 GMT+0 - Monitoring - Graia team members observed recovered functionality.