Call2Teams Registration Failure - US West

Update timeline

1. investigating Mar 03, 2026, 04:40 PM UTC

   We are currently investigating an issue affecting Call2Teams in the US West region. This is resulting in registration loss and failed inbound and outbound calls for users in the affected areas. Our teams are working to identify the root cause and implement a resolution. We have received reports that some users are already regaining service while engineering teams continue to apply mitigating actions. We will provide updates every 60 minutes as more information becomes available. We apologise for any inconvenience caused and appreciate your patience while we work to restore full service.

2. monitoring Mar 03, 2026, 05:29 PM UTC

   Our Platform Team has identified the root cause of the issue and implemented corrective actions to fully restore application services. We will continue to closely monitor service availability over the next 24 hours, and no further impact is expected at this time. Thank you, Dstny Support

3. resolved Mar 04, 2026, 05:33 PM UTC

   We are pleased to confirm that this incident has now been fully resolved. Over the past 24 hours, we have monitored the service closely and have seen no recurrence or further impact. We have identified the root cause and implemented measures to prevent similar incidents in the future. For full transparency, a detailed post‑incident report will be made available within the next five business days. We sincerely apologise for any inconvenience caused and appreciate your patience and understanding throughout this incident. If you have any further questions or concerns, please contact our support team. Thank you, Dstny Support

4. postmortem Mar 09, 2026, 04:27 PM UTC

   **Incident Summary** On 3rd March 2026, a subset of Call2Teams users in the US region experienced disruption to their calling services. Between 12:55 UTC and 16:50 UTC, users served by one of our Edge signalling SBCs were unable to register successfully, which prevented them from making or receiving calls during this period. Full service was restored for all affected users by 16:50 UTC. **Root Cause** The root cause was introduced during routine maintenance on one of our Edge signalling SBCs. Following a software upgrade, essential services were not restarted as required, leaving the SBC unable to process user registrations. This resulted in affected users being unable to establish calls during the disruption window. **Incident Resolution** Initial recovery actions began at 16:22 UTC, when key services on the affected Edge signalling SBC were restarted, restoring functionality for the majority of impacted users. A small number of users required an additional corrective action, and full service was restored for them at 16:50 UTC by temporarily redirecting their traffic to an alternative Edge to ensure continuity. The following day, all relevant services were comprehensively restarted to confirm stable and correct operation across the platform. **Mitigative Actions** * Strengthening maintenance procedures and post‑upgrade validation to prevent incomplete steps during routine operations. * Implementing enhanced monitoring to alert teams immediately if registration success rates drop to zero on any Edge.