Inbound and outbound calls | Appels entrants et sortants

Update timeline

1. investigating Aug 26, 2026, 02:46 PM UTC

   We are currently experiencing an issue affecting incoming and outgoing calls. Impacts: This could potentially cause abnormal delays or an inability to initiate or receive calls. *** Nous éprouvons actuellement une problématique affectant les appels entrants et sortants. Impacts: Ceci pourrait potentiellement entraîner des délais anormaux ou à une incapacité à initier ou recevoir des appels.

2. investigating Aug 26, 2026, 02:50 PM UTC

   We are continuing to investigate the issue. However, we have confirmed that inbound calls are working on both Contact Centre as well as standard Connect calls. *** Nous continuons d’examiner le problème. Cependant, nous avons confirmé que les appels entrants fonctionnent à la fois sur le centre de contact et sur les appels Connect standard.

3. identified Aug 26, 2026, 03:02 PM UTC

   The issue is identified; we are implementing a hot fix. Calls are recovering. *** Le problème est identifié; nous appliquons un correctif immédiat. Les appels se rétablissent.

4. monitoring Aug 26, 2026, 03:06 PM UTC

   A fix has been implemented and we are monitoring. *** Une correction a été mise en place et nous surveillons la situation.

5. resolved Aug 26, 2026, 03:29 PM UTC

   This incident has been resolved. We will provide a Reason for Outage (RFO) in three (3) business days. *** Cet incident a été résolu. Nous fournirons une raison de la panne (RFO) dans trois (3) jours ouvrables.

6. postmortem Aug 27, 2026, 12:55 PM UTC

   ## Summary of Events: On August 26, 2026, at approximately 10:46 AM EDT, Cloudli identified an issue affecting outbound call routing across the Cloudli Connect and Contact Centre platforms. By 10:50 AM EDT, Cloudli confirmed that inbound calling on both Contact Centre and standard Connect services was not affected and continued to function normally. The root cause was identified at 11:02 AM EDT, at which point Cloudli began implementing corrective measures and outbound calls began recovering. A fix was implemented and the affected systems were placed into a monitoring state at 11:06 AM EDT, marking restoration of outbound calling service. Cloudli continued to monitor system performance and confirmed the incident fully resolved at 11:29 AM EDT. ## Incident Analysis and Mitigation Measures: Root cause analysis determined that the disruption originated from a failure at a single node within Cloudli's BGP network. Due to a misconfiguration of the BGP network by an upstream provider, the affected node did not recover correctly following the failure, which disrupted outbound call routing across the impacted services. This aspect of the issue was resolved promptly, restoring service to the majority of the affected telephony nodes. Further investigation identified that a single telephony node had IP routing tables cached. This required Cloudli to manually reset the routing table cache on that node in order to fully restore outbound calling service. To prevent recurrence, Cloudli is replacing the affected BGP node and working with the upstream provider to correct the underlying misconfiguration. Additionally, Cloudli has modified the routing table configuration on the affected telephony node so that IP routing tables are no longer cached, removing the need for manual intervention should a similar event occur. ## Final Remarks: At Cloudli, we take any interruption of service very seriously and are continuously evaluating new processes and mitigation measures that can be proactively implemented to ensure service continuity. When service interruptions do occur, our incident management procedure prioritizes prompt and clear notification, and timely status and resolution updates to our customers and partners. We thank you for your continued support. Please feel free to reach out if you would like to discuss the particulars of this incident report further.