Outbound calls in Denmark
Incident Report for Dixa


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.

Posted Sep 09, 2022 - 15:10 CEST

All known issues to this incident have been resolved. We thank you for your patience and cooperation.

Post mortem about this incident will be posted within 5 business days.
Posted Sep 05, 2022 - 14:03 CEST
We are happy to inform you that our teams have deployed a fix for the issue. We see significant improvements for outbound calls. We will continue to monitor the results.

Next update at 14:15 CEST
Posted Sep 05, 2022 - 13:37 CEST
We are actively investigating this issue. We apologize for the inconvenience.

Next update: 13:45 CEST
Posted Sep 05, 2022 - 13:16 CEST
We are experiencing some difficulties with outbound calls in Denmark. We are investigating the matter.

Next update at 13:15 CEST
Posted Sep 05, 2022 - 12:47 CEST
This incident affected: Telephony & SMS (Outbound).