What happened
A change to our internal telephony configuration was rolled out to production and introduced an unexpected fault in call routing.
What was affected
EU region: calls failed from 10:32–10:44 UTC (12:32–12:44 CEST) — 12 minutes.
US region: calls failed from 10:33–10:42 UTC (12:33–12:42 CEST) — 9 minutes.
All regions: warm transfers failed intermittently from 07:00–10:42 UTC (09:00–12:42 CEST) — 3 hours 42 minutes.
All services were fully restored by 10:44 UTC. No customer data was affected.
What we're doing next
We have rolled back the change and added a pre-deployment check to catch this class of routing fault before it reaches production. A full root cause analysis will be published here shortly.
We're sorry for the disruption.
Resolved
What happened
A change to our internal telephony configuration was rolled out to production and introduced an unexpected fault in call routing.
What was affected
EU region: calls failed from 10:32–10:44 UTC (12:32–12:44 CEST) — 12 minutes.
US region: calls failed from 10:33–10:42 UTC (12:33–12:42 CEST) — 9 minutes.
All regions: warm transfers failed intermittently from 07:00–10:42 UTC (09:00–12:42 CEST) — 3 hours 42 minutes.
All services were fully restored by 10:44 UTC. No customer data was affected.
What we're doing next
We have rolled back the change and added a pre-deployment check to catch this class of routing fault before it reaches production. A full root cause analysis will be published here shortly.
We're sorry for the disruption.
