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

Update timeline

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

   Type: Incident Duration: 6 hours and 53 minutes Affected Components: [EMEA] Rainbow Hub Voice Services Jul 21, 06:00:45 GMT+0 - Investigating - 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. Jul 21, 08:00:41 GMT+0 - Monitoring - The issue is no longer being observed. Our technical teams are continuing to monitor the service to confirm its stability. Jul 21, 12:53:56 GMT+0 - Resolved - 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.