Resolved on February 19, 2026, affecting Global (Mobile Application) and Global (Analytics) and 1 more.
On 19 February 2026 at 09:40 CET, we experienced an incident where a portion of inbound calls to call groups did not reach available agents and were not connected. Impact: Some inbound group calls were not successfully routed to online agents during the incident window. Other call types were not affected. Root cause: The issue was caused by a recent configuration change in our call routing layer. The change modified the routing logic responsible for delivering inbound calls to the system component that connects calls to agents, which resulted in certain calls not being properly forwarded. Resolution: The configuration change was reverted, restoring the previous routing logic. Call routing returned to normal operation, and we have confirmed stable behavior since resolution. Preventive measures: We are reviewing our change validation procedures to strengthen safeguards around routing-layer updates and reduce the risk of similar incidents in the future. We apologize for the disruption and appreciate your patience.
Affected components
Update timeline
- resolved Feb 19, 2026, 08:40 AM UTC
On 19 February 2026 at 09:40 CET, we experienced an incident where a portion of inbound calls to call groups did not reach available agents and were not connected. Impact: Some inbound group calls were not successfully routed to online agents during the incident window. Other call types were not affected. Root cause: The issue was caused by a recent configuration change in our call routing layer. The change modified the routing logic responsible for delivering inbound calls to the system component that connects calls to agents, which resulted in certain calls not being properly forwarded. Resolution: The configuration change was reverted, restoring the previous routing logic. Call routing returned to normal operation, and we have confirmed stable behavior since resolution. Preventive measures: We are reviewing our change validation procedures to strengthen safeguards around routing-layer updates and reduce the risk of similar incidents in the future. We apologize for the disruption and appreciate your patience.
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