Call Impairment

Update timeline

1. investigating May 01, 2026, 12:26 PM UTC

   We are currently investigating an issue on calls that may have no audio. We are working the issue at this time and will follow up with updates as they become available.

2. identified May 01, 2026, 12:58 PM UTC

   The issue has been identified and we are working on a solution at this time.

3. identified May 01, 2026, 01:01 PM UTC

   Please join our Partner Conference Bridge for live updates. Toll-Free: +1 (800) 309-2350 Conference ID: 117-0584

4. monitoring May 01, 2026, 01:23 PM UTC

   A fix has been applied and we are monitoring at this time. RTP is flowing at this time.

5. resolved May 01, 2026, 04:04 PM UTC

   After continuous monitoring all results have been positive and calls are completing as expected with RTP. We are resolving this intendent.

6. postmortem May 01, 2026, 06:13 PM UTC

   Following the successful completion of the scheduled cutover for Sinch, Bandwidth, and ThinQ to cCFS, two separate voice service issues were reported the morning of May 1, 2026. The first issue resulted in one-way audio and was caused by a routing issue between the Chicago Secondary SBC and cCFS. The routing issue was identified at approximately 06:05 MST and corrected by approximately 06:12 MST, restoring call audio. The second issue affected some inbound calls over Bandwidth and was determined to be related to SBC call policy settings that required adjustment following the cutover. The policy issue was identified at approximately 07:35 MST and resolved by approximately 07:45 MST. Resolution was confirmed through testing and partner ticket validation at approximately 07:48 MST.