Rainbow incident

Rainbow Hub – Audio Issue Affecting Call Queues with Alphalink SIP Trunks

Minor Resolved

Rainbow experienced a minor incident on July 21, 2026 affecting Europe & Middle East (EMEA) ([EMEA] Rainbow Hub Voice Services), lasting 6h 53m. The incident has been resolved; the full update timeline is below.

Started
Jul 21, 2026, 06:00 AM UTC
Resolved
Jul 21, 2026, 12:53 PM UTC
Duration
6h 53m
Detected by Pingoru
Jul 21, 2026, 06:00 AM UTC

Affected components

Europe & Middle East (EMEA) ([EMEA] Rainbow Hub Voice Services)

Update timeline

  1. investigating Jul 21, 2026, 06:00 AM UTC

    We are currently investigating an issue affecting some Rainbow Hub customers using Alphalink SIP trunks. Calls routed through Call Queues may connect without audio or without a ringback tone. Direct calls appear to be working normally. As a temporary workaround, customers can replace the affected Call Queue with a standard Hunt Group. Our technical teams are actively investigating the issue. Further updates will be provided as soon as more information is available.

  2. monitoring Jul 21, 2026, 08:00 AM UTC

    The issue is no longer being observed. Our technical teams are continuing to monitor the service to confirm its stability.

  3. resolved Jul 21, 2026, 12:53 PM UTC

    The issue has been resolved. A configuration inconsistency introduced during the Call Queue migration to the new 3AZ infrastructure was identified and corrected without service disruption. The correction has been applied across the affected infrastructure, and Call Queue services are now operating normally.