Global SIP trunk - Legacy OSN trunks - Intermittent inbound and outbound call failure

Update timeline

1. investigating Jul 08, 2024, 04:44 PM UTC

   We are currently investigating an issue with intermittent call failure. 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

2. investigating Jul 08, 2024, 05:14 PM UTC

   We are currently investigating an issue with intermittent call failure. Calltower engineers are working diligently to isolate the root cause so a repair can be made. 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

3. investigating Jul 08, 2024, 05:43 PM UTC

   Calltower engineers are working with our vendors to eliminate the call failures we are seeing in our New York and Los Angeles SBC's. 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

4. monitoring Jul 08, 2024, 06:22 PM UTC

   Calltower engineers are continuing to monitor the call failures. A backend change has been made to alleviate some of issues in the New York datacenter, and the same change is currently being applied to our Los Angeles datacenter as well. More details will be provided as new information is made available. 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 updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.

5. monitoring Jul 08, 2024, 07:01 PM UTC

   NOC engineers have confirmed with customers that services have been restored. Calltower engineers are going to continue to monitor the datacenters. 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 updates on status.calltower.com as new information is made available.

6. resolved Jul 10, 2024, 01:23 PM UTC

   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 provided to customers upon request.