Resolved after 2 hours 43 minutes, affecting Voice, on May 20, 2025.
We identified the root cause as service limits with a downstream service provider. We've fully resolved the issue and voice call performance has been restored. For calls that were routed to us during the period of degraded performance, any errors were successfully routed to the fallback destination in each customer's IVR.
Affected components
Update timeline
- investigating May 20, 2025, 08:11 PM UTC
We are currently investigating an issue with some Assist Voice calls dropping.
- identified May 20, 2025, 08:12 PM UTC
We've identified the issue and are implementing a fix.
- monitoring May 20, 2025, 08:13 PM UTC
We've implemented a fix and Assist Voice call traffic is now restored for all customers.
- resolved May 20, 2025, 08:29 PM UTC
We identified the root cause as service limits with a downstream service provider. We've fully resolved the issue and voice call performance has been restored. For calls that were routed to us during the period of degraded performance, any errors were successfully routed to the fallback destination in each customer's IVR.
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