Summary:

Between 17:00 to 18:30 CET on 22/03/2022, our Phone system started to be unresponsive and intermittent.

The Phone channel did not react to any inputs from the Agent's interface, so the agents could not respond, close or transfer calls. 

Other channels were not affected.

Our Support team triggered the incident management process following the client's reports.  

Our incident manager involved the relevant engineering teams and management at 17:10, and an active investigation began. 

After further examination, it was clear this was connected to an issue reported by our Telephony Partner at 17:09: Calls Joining Conferences are Failing.

We continued to monitor until full recovery and system stability were confirmed. 

Timeline (all times are in CET):

• 17:00 We've become aware of a potential issue with Phone calls and initiated our investigation.
• 17:09 Incident management process triggered. 
• 17:41 Issue was correlated to the third-party provider. 
• 17:58 Fix implemented by our Partner. We started to see improvements in the services. 
• 18:02 Monitoring phase. The system was operating normally. 
• 18:30 Case has been resolved.