VoiP service issue

Update timeline

1. investigating Oct 21, 2025, 10:36 AM UTC

   We are currently investigating an issue with VoiP services experiencing degraded performance that is effecting external and internal calling.

2. investigating Oct 21, 2025, 11:04 AM UTC

   This issue has been reported to also affect softphone applications. The issue is still ongoing investigation.

3. identified Oct 21, 2025, 11:40 AM UTC

   A fault has been identified which is currently being repaired. Services are slowly restoring and service should now be restoring itself.

4. identified Oct 21, 2025, 12:20 PM UTC

   The ongoing fault is still causing disruption across dashboards, apps, handsets and calls. Efforts to resolve the issue are still ongoing.

5. identified Oct 21, 2025, 02:10 PM UTC

   We are seeing services return to normal, including dashboard access and calls. Services such as chat and soft phone applications are being restored incrementally, and we expect all services to resume normal operation within the next 20 minutes. Some backend services, such as CRM integrations and voicemail notifications, will be restored later this evening

6. monitoring Oct 22, 2025, 06:29 AM UTC

   Update - Services have been restored to handsets, mobile and desktop applications, and we're working on isolated cases of issues with dashboard access.

7. monitoring Oct 22, 2025, 06:30 AM UTC

   Dashboard access is also fully operational, and we will continue to monitor this incident for a prolonged period before marking it as resolved.

8. resolved Oct 22, 2025, 09:51 AM UTC

   This issue has been confirmed resolved and all services are now restored. We are awaiting an RFO to provide regarding this outage.