Ringotel experienced a major incident on October 1, 2024 affecting Asia Pacific (Singapore) and Australia and 1 more component, lasting 1d 14h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 01, 2024, 09:20 PM UTC
Our team is investigating the cause of the call quality issues that occur when the OPUS audio codec is enabled in the Ringotel connection settings. Affected services: Inbound and outbound calls made through connections where OPUS codec is enabled. Temporary solution: Disable OPUS audio codec in the Ringotel connection settings.
- identified Oct 02, 2024, 10:46 AM UTC
The team has pinpointed the root cause of the call quality issues occurring when enabling the OPUS audio codec in the connection settings. They are currently implementing patches to resolve this issue. Upon investigation, it was discovered that the problem stemmed from the "maxptime" parameter utilized in the 'fmtp' attribute of an SDP packet. This led certain PBX systems to misinterpret media descriptions, leading to audio quality problems such as one-way audio, choppy sounds, or robotic voices. No further action is required from your side until further notice. We sincerely thank you for your patience and collaboration during our investigative process. We apologize for any inconvenience this may have caused.
- resolved Oct 03, 2024, 11:46 AM UTC
The necessary patches have been successfully applied. For customers impacted by this issue and who had previously disabled the OPUS codec, it is now considered safe to re-enable it in the Ringotel connection settings at your discretion. We are grateful for your patience and cooperation during this time. If you have any inquiries or require further assistance, please do not hesitate to contact us at [email protected].