Retell AI incident

Calls with background speech denoising not connecting

Minor Resolved View vendor source →

Retell AI experienced a minor incident on May 8, 2025 affecting Web Call and Phone Call, lasting 4h 30m. The incident has been resolved; the full update timeline is below.

Started
May 08, 2025, 11:22 PM UTC
Resolved
May 09, 2025, 03:53 AM UTC
Duration
4h 30m
Detected by Pingoru
May 08, 2025, 11:22 PM UTC

Affected components

Web CallPhone Call

Update timeline

  1. identified May 08, 2025, 11:22 PM UTC

    2am: some calls have not been connected when background speech denoising is enabled 10am: rolled out some fixes which resolved the issue. 3:30pm: received some new reports that calls are not connected. Currently investigating, seems to be related to the network settings of new clusters provisioned for that feature. We are currently rolling out a fix that temporarily disables the feature and direct the traffic to backup clusters in the meantime of fixing that new cluster.

  2. monitoring May 09, 2025, 12:14 AM UTC

    We've identified the issue with the subnet configuration, and a fix has been applied, and traffic should be back to normal now. We are keeping a close eye now on the issue. The feature is turned back on now.

  3. resolved May 09, 2025, 03:53 AM UTC

    This incident has been resolved.