ccaas-status - Calls unresponsive at agents – Incident details

The incident was caused by a third-party voice gateway component becoming overloaded under specific high-load conditions.

This overload triggered a software defect in the component, leading to worker thread conflicts. As a result, voice client connectivity for affected calls was disrupted, causing loss of call control and audio handling failures.

Corrective Action Plan:

Call Probing Implementation

Automated Stuck Call Handling

Agents continued to experience effects from calls that were already active during the incident (e.g. calls stuck, no audio, inability to end or retrieve calls). New calls established after recovery were handled normally.

Successful outbound call from the recovered service was observed.

A telephony service on one of the EU customer virtual machines experienced a software crash.
Automatic recovery restarted the affected service.