At 12:32 CEST Friday 20th of September, we received reports of problems with the telephony channel, indicating customers were unable to make outbound calls, and a subset of incoming calls failing.
We immediately initiated an investigation and found the issue to be caused once again by an upstream provider providing services for validating phone number ownership, used by Dixa for outbound and inbound calls.. These delays caused internal API timeouts which had the effect that numbers became unavailable to use for outbound calls and, in some cases, caused inbound calls to take longer to connect than usual or to fail entirely.
At around 14:20 CEST, error rates were going down rapidly and the incident was changed to monitoring.
Given this was the second time in as many days our upstream provider had this issue, we discovered a potential method to mitigate these problems, and we planned on implementing these as soon as possible
We apologize for the inconvenience this has caused.