Summary:

Between 12:08 to 14:03 CEST on 05/09/2022, outbound calls in Denmark were affected.

When trying to contact danish customers via phone, the system was closing the conversation without making the call, or it was not displaying the correct number for the end user.

Our support team triggered the incident management process following the client's reports, and an active investigation began.

Our incident manager involved the relevant engineering teams and management at 12:43 after reviewing the status with our telephony providers.

Subsequently, the root cause was identified, and a fix was deployed at 13:30hs. Immediately after, all reporters confirmed that all known issues were resolved.

We continued to monitor until full recovery and system stability.

Timeline (all times are in CEST):

12:08 First sporadic reports.

12:17 Active investigation with providers; scope delimitated to outbound calls in Denmark.

12:43 Engineers got involved in the case.

13:20 Root cause identified.

13:30 Fix deployed.

13:35 Monitoring phase.

14:03 Issue resolved.