Call Tower experienced a critical incident on July 26, 2024 affecting CT Cloud SIP and CT Cloud Voice, lasting 21h 17m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 26, 2024, 04:47 PM UTC
CallTower support is investigating multiple reports of an inbound call issue for the CT Cloud Voice Platform, but has not identified/confirmed there is an issue on our network or with our services. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
- investigating Jul 26, 2024, 05:19 PM UTC
CallTower Support continues to investigate the inbound call issue on the CT Cloud Voice Platform, but has not identified or confirmed the source of the issue. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority
- investigating Jul 26, 2024, 05:49 PM UTC
CallTower Support has escalated with Engineering and continues to investigate the inbound call issue on the CT Cloud Voice Platform at a high priority but has not identified or confirmed the source of the issue. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
- investigating Jul 26, 2024, 06:26 PM UTC
CallTower Support has confirmed with multiple customers that the issue is no longer occurring. Our team is working closely with Engineering to urgently identify and resolve the root cause of the inbound call issue on the CT Cloud Voice Platform, prioritizing this matter highly. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
- investigating Jul 26, 2024, 07:00 PM UTC
CallTower Support has confirmed with multiple customers that the issue is no longer occurring. Our team is working closely with Engineering to urgently identify and resolve the root cause of the inbound call issue on the CT Cloud Voice Platform, prioritizing this matter highly. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 1 hour, unless identified otherwise. This issue is being investigated as a top priority.
- monitoring Jul 26, 2024, 07:59 PM UTC
CallTower Engineering continues to research the root cause for the inbound call issue on the CT Cloud Voice Platform. There have been no further reports of the issues from customers, and CallTower Support will continue to monitor the issue. CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to [email protected]. CallTower intends to post the next update on status.calltower.com approximately at 8:00 AM MT, unless identified otherwise. This issue is being investigated as a top priority.
- resolved Jul 27, 2024, 02:04 PM UTC
CallTower has confirmed with customers that services have been restored and believes the issue is resolved. There have been no further reports of the problem from customers. CallTower will be closing this master case and all associated cases. Within three business days, an official Root Cause Analysis (RCA) or a preliminary RCA will be available and provide to customers upon request.