[Kustomer Voice] Unable to Dial Outbound Calls - All PRODS

Update timeline

1. investigating Sep 09, 2026, 07:25 PM UTC

   Kustomer has identified an event affecting Kustomer Voice across all PRODS that may cause issues when attempting to make outbound calls. Our team is currently working to implement a resolution. Please expect further updates within the next 30 minutes.

2. monitoring Sep 09, 2026, 07:45 PM UTC

   Kustomer has implemented an update to address an event affecting Kustomer Voice across all PRODs. Our team is currently monitoring this update to ensure the issue is fully resolved. In order to fully resolve the issue on your end please have all agents refresh their Kustomer Instance.

3. resolved Sep 09, 2026, 07:52 PM UTC

   Kustomer has resolved an event affecting Kustomer Voice across all PRODs. To resolve this issue, our team has rolled back an update. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support at [email protected] if you have additional questions or concerns.

4. postmortem Oct 02, 2026, 05:55 PM UTC

   ## Summary On September 9, 2026, a service event prevented users from initiating some outbound Voice calls. When affected users selected **Call**, the call did not begin. ## Impact The event affected outbound Voice call initiation for four organizations. Other Voice workflows may have continued to operate normally. No data loss or security impact has been identified. ## Timeline * **September 9, 12:27 PM ET:** A Voice application update was released. * **September 9, approximately 2:00 PM ET:** Reports of affected outbound calls began. * **September 9, approximately 3:19 PM ET:** Mitigation began. * **September 9, approximately 3:30 PM ET:** Outbound Voice calling was restored. ## Root Cause A Voice application update caused some outbound call attempts to fail. The affected update was rolled back. ## Resolution The affected update was rolled back, restoring outbound Voice calling for affected users. The incident investigation is complete. ## Preventative Actions * Improve recovery procedures to reduce service restoration time during future service events. * Add validation coverage for supported outbound-calling configurations before future releases. * Improve monitoring, internal alerting, and user feedback when a call cannot be initiated.