On Tuesday morning 12th September, we received reports of issues related to telephony. After some initial investigations, we noticed that calls were not connecting to Dixa on certain numbers predominantly in the Nordic region. Calls logs showed multiple failed attempts to connect and customers were unable to get in touch with an agent.
The issues were related to a failure in a subprocesses for one of our upstreams suppliers on which these numbers were hosted. This prevented us from receiving a response when sending an invite to connect the calls with Dixa.
Only a subset of numbers with our operator were affected by this incident. We would like to thank you for your cooperation and apologize for any inconvenience this caused. We are working with our supplier to prevent future similar outages in the future
September 12th, 8:10 AM CEST - We received the first report on issues relating to telephony
September 12th, 9:13 AM CEST - The issues were identified to be related to a subset of number related to one of our service providers. We’re working with them to find the root-cause
September 12th, 10:00 AM CEST - Root-cause was identified and a fix was being worked on. Statuspage updated.
September 12th, 10:36 AM CEST - A fix was finalized and released which brought the numbers back online. Status is set to Monitoring
September 12th, 12:26 AM CEST - After monitoring for a while and confirming with the affected customers, the issue was marked as resolved and the status page updated.