ccaas-status - Customers are experiencing unresponsive agent interface and inability to start/end calls – Incident details

All systems operational

Customers are experiencing unresponsive agent interface and inability to start/end calls

Resolved
Partial outage
Started 4 months agoLasted about 2 hours

Affected

Graia Contact Center as a Service

Partial outage from 5:37 AM to 6:10 AM, Operational from 6:10 AM to 7:15 AM

CCaaS Europe - Voice Services

Partial outage from 5:37 AM to 6:10 AM, Operational from 6:10 AM to 7:15 AM

CCaaS International - Agent UI

Partial outage from 5:37 AM to 6:10 AM, Operational from 6:10 AM to 7:15 AM

Updates
  • Postmortem
    UTC
    Postmortem

    The issue was caused by a backlog in the voice processing layer, which led to internal call queues becoming saturated. As a result, new calls could not be established, and existing sessions could not be properly terminated. 

      

    Further investigation showed that this condition was triggered by a recently deployed minor version update to a third-party telephony component within the voice server (applied during the maintenance window on April 18, 2026). This version exhibited stability issues when handling higher call volumes, leading to the observed behaviour. 

    Corrective action plan:
    Rollback to the previous stable version of the voice server software.

  • Resolved
    UTC
    Resolved

    The incident will now be considered closed with the root cause to be announced when we conclude the investigation. In our status page's terms, this will come as a 'Postmortem' update to the incident.

  • Monitoring
    UTC
    Monitoring

    We recovered functionality of the affected service and are continuing to monitor the system.

  • Identified
    UTC
    Identified

    We identified the problem and have started working on recovering functionality.

  • Investigating
    UTC
    Investigating

    Some customers are seeing that they cannot receive/make calls or that agents cannot end ongoing ones. We’re aware of the issue and are working on it urgently.

    We’re really sorry to be holding you up today! Please know our teams are working hard to get everything up and running, and we will update you as soon as possible with the latest information.