Some calls are failing to reach Dixa
Incident Report for Dixa

On Friday 22nd of September at 3:23 PM CEST, we experienced issues with inbound calls on some numbers. The calls were failing to reach the relevant Dixa platform.

The problem was caused by an update in the interface of one of the carriers that we are working with.

We deeply apologize for any inconvenience this may have caused, and we take the right steps to prevent it from happening again.

The changes were restored to the status from the time prior to the change which solved the issue. In the meantime, we were able to see which calls were failing and we were restoring these numbers immediately to minimize the impact. 

Timeline (CEST)

September 22nd, 2023 3:23 PM CEST - We noticed that some inbound calls are failing to reach Dixa. We started to investigate the cause of the issue. We were also able to restore calls which were failing. 

September 22nd, 4:08 PM CEST - We identified the cause of the issue which was an update in one of the systems where we manage telephony and started working on restoring the setup from before the change.

September 22nd, 6:56 PM CEST - We continue working on a backup while applying solutions to the calls which are failing. 

September 22nd, 7:51 PM CEST - The changes are restored and we are monitoring call logs to make sure everything works as intended. 

September 22nd, 9:02 PM CEST - Our monitoring shows no further issue, therefore we updated the status to Resolved.

Posted Sep 28, 2023 - 11:31 CEST

This issue has been resolved. Thank you for your patience while we were working on a solution.

We will publish post mortem within 5 business days.
Posted Sep 22, 2023 - 21:02 CEST
We implemented the fix and we are monitoring the results.
Posted Sep 22, 2023 - 19:51 CEST
We continue working on fixing the problem. As mentioned, this issue is only affecting some of the inbound calls and the impact by now is minimal.
Posted Sep 22, 2023 - 18:56 CEST
We are continuing to work on a fix for this issue.
Posted Sep 22, 2023 - 16:08 CEST
The source of the problem has been identified and we are working on a fix.
Posted Sep 22, 2023 - 16:08 CEST
We experience issues with some calls not reaching Dixa. We are investigating the issue.
Posted Sep 22, 2023 - 15:23 CEST
This incident affected: Telephony & SMS (Inbound).