Post-dial delay and audio issues on softphone apps and handsets

Update timeline

1. identified Jan 14, 2026, 03:40 PM UTC

   We're investigating issues of mobile and desktop apps being unresponsive. We're investigating with priority.

2. investigating Jan 14, 2026, 03:47 PM UTC

   We've updated the title to reflect reports of handsets also not working. We are investigating with priority and will provide further information as soon as possible.

3. identified Jan 14, 2026, 04:02 PM UTC

   We've identified the issue and are working on a fix.

4. identified Jan 14, 2026, 04:07 PM UTC

   The issue is isolated to single zone. We are working on restoring service the affected accounts with urgency.

5. monitoring Jan 14, 2026, 04:19 PM UTC

   A fix has been implemented and we're seeing service has resumed, with all traffic returning to normal. We are continuing to monitor.

6. resolved Jan 15, 2026, 09:11 AM UTC

   This incident has been resolved.

7. postmortem Jan 15, 2026, 05:57 PM UTC

   Following our initial report regarding the incident on January 12, 2026, our Engineering team implemented several emergency infrastructure upgrades. These improvements successfully mitigated the original risk and provided the enhanced visibility required to monitor this segment of our network more closely. On the afternoon of January 14, 2026, the same Memory Cache Layer within a single zone experienced a secondary disruption. This resulted in a 40-minute service outage affecting handsets, mobile applications, and in-call media, for accounts in that zone. Thanks to the telemetry tools installed earlier this week, our team was able to rapidly isolate a specific software bug within this layer. This bug was triggered by recent increases in network traffic. We have since successfully replicated, retested, and deployed a permanent fix across all zones. We will continue to monitor the network closely to ensure continued stability.