ccaas-status - Voice Service Degradation – Incident details

All systems operational

Voice Service Degradation

Resolved
Degraded performance
Started 3 months agoLasted 12 minutes

Affected

Graia Contact Center as a Service

Degraded performance from 1:57 PM to 2:05 PM, Operational from 2:05 PM to 2:09 PM

CCaaS Europe - Voice Services

Degraded performance from 1:57 PM to 2:05 PM, Operational from 2:05 PM to 2:09 PM

Updates
  • Postmortem
    UTC
    Postmortem

    The incident was caused by a software defect within a third-party voice gateway component that was triggered under specific high-load conditions.

    When the defect was triggered, the affected voice server was no longer able to process call-related activities correctly, resulting in disruption to voice client connectivity, call control functions, and audio handling for impacted calls

    Service was restored following recovery actions on the affected voice server

    Corrective Action Plan:
    Improvements to the Call Probing Implementation
    Deploy new Voice Gateway version 20.20.0 GA on QA
    Enable Active-Active Voice Gateway functionality on QA
    Deploy new Voice Gateway version 20.20.0 GA on Production
    Enable Active-Active Voice Gateway functionality on Production for Instance 5-6

  • Resolved
    UTC
    Resolved

    Follow-up testing confirmed that voice services had returned to normal operation.

  • Monitoring
    UTC
    Monitoring

    Recovery actions were initiated to restore service.

  • Identified
    UTC
    Identified

    Test calls confirmed an issue affecting voice call processing on the impacted server.

  • Investigating
    UTC
    Investigating

    Automated monitoring detected the issue and generated an alert.