Sentinel incident
SIP - Issues with Inbound and Outbound Call Audio
Sentinel experienced a notice incident on March 17, 2023 affecting Sentinel Voice, lasting 31d 11h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 17, 2023, 10:31 AM UTC
We have received numerous reports regarding customers not having audio when dialling out to specific numbers, or having calls coming in that don't have any audio. We are currently investigating the issue with our developers - update to follow.
- investigating Mar 17, 2023, 11:37 AM UTC
Issues have been identified. There are 3 major issues that have been identified: 1. A major telephony supplier is having issues with their systems, causing anyone that uses ring groups to not receive audio after answering. 2. One of the upstream providers are having issues with the data being transmitted due to new regulations being put in-place by the governing bodies. 3. There is an issues with the calling a specific phone system provider, caused by the way traffic is being handled by both ends. We are in close contact with all parties involved, and we are currently awaiting updates. Update to be provided around 1pm.
- identified Mar 17, 2023, 11:55 AM UTC
The issue has been identified and a fix is being implemented.
- identified Mar 17, 2023, 01:42 PM UTC
We are currently chasing providers for updates. Update to follow.
- monitoring Mar 17, 2023, 03:34 PM UTC
We have had confirmation that the 2 internal issues relating to calls inbound, are having a fix currently implemented; but they should now have all/most audio issues resolved. Continuing to monitor progress on this issue, and we will provide any updates as and when from the providers.
- monitoring Apr 17, 2023, 10:12 PM UTC
We are continuing to monitor for any further issues.
- resolved Apr 17, 2023, 10:12 PM UTC
This incident has been resolved.