Partial outage for voice related services

Update timeline

1. investigating Jan 15, 2025, 11:59 AM UTC

   We are aware of and are currently working to resolve a known issue cause by a data center disruption impacting our voice infrastructure. About 50% of traffic may be impacted. Customers calling IVR services will intermittently experience failure, resulting in dead air, or carrier rejection messages. We have all necessary resources engaged and are working to resolve this issue as soon as possible..

2. identified Jan 15, 2025, 12:24 PM UTC

   We have identified the source of the issue and are working with resources at the impacted data center to resolve as soon as possible..

3. identified Jan 15, 2025, 12:44 PM UTC

   We are continuing to work on a fix for this incident..

4. monitoring Jan 15, 2025, 01:01 PM UTC

   We have implemented a fix and have validated restoration of service..

5. monitoring Jan 15, 2025, 01:19 PM UTC

   The previously introduced fix is working as expected. We have identified a very small subset of numbers which need additional configuration adjustments to address the issue and are working to resolve the remaining set as soon as possible..

6. resolved Jan 15, 2025, 01:24 PM UTC

   The issue has been resolved, and systems are now operating as expected. We appreciate your patience and understanding while we worked to address the situation..

7. identified Jan 15, 2025, 04:12 PM UTC

   We have continued to monitor this incident and have identified that some issues are still occurring. Our team is actively working to resolve this and is closely monitoring the situation. We will provide further updates as we make progress..

8. identified Jan 15, 2025, 05:42 PM UTC

   We are continuing to work on resolving this issue and are closely monitoring the situation. Our team is actively investigating and making progress toward a resolution. We will continue to provide further updates as they become available..

9. monitoring Jan 15, 2025, 06:03 PM UTC

   We have taken action to mitigate this issue and will continue to monitor the situation. Our team is actively working with our data center toward a full resolution. Further updates will be provided as progress is made..

10. monitoring Jan 15, 2025, 08:50 PM UTC

    We have implemented a fix that should resolve issues with outbound calls using the API, and we are continuing to monitor the situation to ensure stability. Additionally, alongside our mitigation efforts, our team is physically present at the data center and actively working to restore services as a whole. Thank you for your patience as we work toward a full resolution..

11. monitoring Jan 15, 2025, 10:43 PM UTC

    Our team is still working diligently towards a resolution. We will continue to provide updates as new developments arise..

12. monitoring Jan 16, 2025, 12:19 AM UTC

    We are actively working to resolve the issue and are making steady progress. Further updates will be provided as we have more information to share. We appreciate your patience and understanding..

13. resolved Jan 16, 2025, 01:00 AM UTC

    The issue has been resolved, and systems are now operating as expected. We appreciate your patience and understanding while we worked to address the situation..