[WW] Rainbow Hub – Audio Issue affecting softphony outgoing calls

Update timeline

1. resolved Jul 29, 2026, 08:35 AM UTC

   Type: Incident Duration: 9 days, 6 hours and 21 minutes Affected Components: [EMEA] Rainbow Hub Voice Services Jul 29, 08:35:01 GMT+0 - Investigating - We are currently investigating this incident. Jul 29, 14:21:40 GMT+0 - Investigating - Our teams continue to actively investigate the reported audio quality issues. Progress has been made in the analysis and targeted studies are performed to validate findings and determine the underlying cause. While a root cause has not yet been confirmed, the investigation is advancing and remains a top priority. We continue to monitor the platform closely and will share further updates as more information becomes available. Thank you for your continued patience and understanding. Jul 30, 08:22:31 GMT+0 - Investigating - Our teams are continuing to investigate the incident and have narrowed down the potential root cause. We are making progress in our analysis and expect to advance further shortly. We will provide additional updates as soon as more information becomes available. Thank you for your patience. Jul 30, 15:58:25 GMT+0 - Identified - We have identified the faulty workflow responsible for the audio issues experienced by affected end users. Our investigation has determined that, under several network conditions, the media relay tunnel establishment between the application software and the core media component does not complete as expected. As a result, audio is available only for a few seconds before being interrupted. The root cause has been identified, and our engineering teams are currently working on a solution. We will provide further updates as progress is made and a remediation plan is finalized. We apologize for the inconvenience and appreciate your patience while we work to resolve this issue. Jul 31, 15:11:00 GMT+0 - Identified - We have identified the solution and are currently working on its implementation. Testing activities are scheduled in the coming days to validate the fix and ensure service stability. Our objective is to deploy the solution to production by the middle of next week, following the successful completion of regression testing. We will continue to monitor progress closely and provide further updates as milestones are reached. We appreciate your continued partnership and will keep you informed of further developments. Aug 5, 15:14:28 GMT+0 - Monitoring - We are pleased to confirm that the new Rainbow version containing the fix is now available. The rollout is being progressively deployed and will reach all customers within the next 24 hours, in accordance with the update notification communicated in our service announcement. We are closely monitoring the deployment and will keep you informed of any significant developments. Aug 7, 14:56:28 GMT+0 - Resolved - This incident has been resolved.