Thread incident
Calls to numbers with extensions not reaching the extension
Resolved after 1 hour 47 minutes, affecting Voice AI, on November 3, 2026.
Our vendor has rolled back the change that caused this issue. Outbound calls to technicians and contacts with an extension are reaching the extension again. Some inbound transfers to an extension may still land in the destination’s main menu, and we’re working on a fix for those. As a temporary workaround, add a pause before the extension in your transfer settings (for example, w200 instead of 200). We’ll post an update once inbound transfers are resolved.
Affected components
Update timeline
- identified Nov 03, 2026, 09:54 PM UTC
Since November 2, 2:30 PM ET, outbound Voice AI calls to phone numbers saved with an extension may not reach the extension. This affects calls to technicians and to customer contacts. The call connects to the main line, but the phone system doesn’t receive the extension, so the call ends up in the main menu. Calls to direct numbers without an extension are not affected. We’ve traced this to an issue with a vendor and are working with them on a fix. In the meantime, calling a direct number avoids the problem. Adding extra pauses to the extension won’t help. We’ll post an update when it’s fixed.
- identified Nov 03, 2026, 10:00 PM UTC
Our vendor has found the root cause and is deploying a fix now. Until it’s complete, outbound calls to numbers with an extension may still fail. We’ll confirm here once we’ve verified the fix.
- identified Nov 03, 2026, 10:08 PM UTC
We now believe this issue also affects inbound Voice AI calls that are transferred to a number with an extension: the transfer may land in the destination’s main menu instead of reaching the extension. Our vendor has identified the root cause and is deploying a fix. Until it’s complete, outbound calls and transfers to numbers with an extension may still land in the main menu. Calls and transfers to direct numbers without an extension are not affected. We’ll post an update once we’ve verified the fix.
- monitoring Nov 03, 2026, 10:24 PM UTC
Our vendor has deployed a fix. Outbound calls to technicians and contacts with an extension are reaching the extension again. Some inbound transfers to an extension may still land in the destination’s main menu. We’ll post another update once transfers are fully resolved.
- monitoring Nov 03, 2026, 10:46 PM UTC
Our vendor has rolled back the change that caused this issue. Outbound calls to technicians and contacts with an extension are reaching the extension again. Some inbound transfers to an extension may still land in the destination’s main menu, and we’re working on a fix for those. As a temporary workaround, add a pause before the extension in your transfer settings (for example, w200 instead of 200). We’ll post an update once inbound transfers are resolved.
- resolved Nov 03, 2026, 11:41 PM UTC
This incident has been resolved.
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