IPI Services CCaaS/UCaaS/NGN Experiencing Intermittent Poor Audio Quality for Contact Centre Agents
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Identified - Update: Identified Issue
Our investigation remains ongoing with our upstream transit provider and Microsoft. Analysis continues to indicate intermittent packet loss and route instability affecting a Microsoft IP transit connection used within the media path between our platform and Microsoft Azure services.
Whilst there has been no material change since our previous update, we have received additional customer reports of intermittent robotic and degraded audio, confirming continued impact across a subset of voice services.
Service availability remains unaffected, however customers may continue to experience intermittent robotic, distorted, or degraded audio during active calls whilst investigations and remediation efforts continue.
Impact: Customers using CCaaS, UCaaS, NGN, PCI Cloud, and other voice services hosted within our Azure regions may experience intermittent audio quality degradation during calls.
We are continuing to work closely with our upstream provider and Microsoft and will provide a further update as soon as additional information becomes available.
Aug 24, 2026 - 09:49 BST
Our investigation remains ongoing with our upstream transit provider and Microsoft. Analysis continues to indicate intermittent packet loss and route instability affecting a Microsoft IP transit connection used within the media path between our platform and Microsoft Azure services.
Whilst there has been no material change since our previous update, we have received additional customer reports of intermittent robotic and degraded audio, confirming continued impact across a subset of voice services.
Service availability remains unaffected, however customers may continue to experience intermittent robotic, distorted, or degraded audio during active calls whilst investigations and remediation efforts continue.
Impact: Customers using CCaaS, UCaaS, NGN, PCI Cloud, and other voice services hosted within our Azure regions may experience intermittent audio quality degradation during calls.
We are continuing to work closely with our upstream provider and Microsoft and will provide a further update as soon as additional information becomes available.
Aug 24, 2026 - 09:49 BST
Update - Our investigation has identified intermittent packet loss and instability affecting a network transit path between our platform and Microsoft services. Analysis performed with our upstream transit provider has identified packet loss and route instability impacting a Microsoft IP transit connection, which may result in some agents experiencing robotic or degraded audio during calls.
We are actively working with the upstream provider and Microsoft to monitor the affected path and implement corrective actions. Service availability remains unaffected; however, a subset of calls may continue to experience intermittent audio quality issues whilst remediation efforts are underway.
Impact: Some contact centre agents may experience intermittent robotic, distorted, or degraded audio during live calls.
Aug 24, 2026 - 07:27 BST
We are actively working with the upstream provider and Microsoft to monitor the affected path and implement corrective actions. Service availability remains unaffected; however, a subset of calls may continue to experience intermittent audio quality issues whilst remediation efforts are underway.
Impact: Some contact centre agents may experience intermittent robotic, distorted, or degraded audio during live calls.
Aug 24, 2026 - 07:27 BST
Investigating - Dear Customer,
We are investigating reports of intermittent degraded call quality affecting a subset of contact centre agents. Agents may experience robotic or distorted audio during active calls, while call functionality remains available.
Our engineering teams are actively investigating the issue and reviewing all service components. We will provide further updates as more information becomes available.
Impact: Some agents may experience intermittent robotic or degraded audio quality during calls.
Status: Investigation in progress.
Regards
IPI Service Desk
Aug 24, 2026 - 01:31 BST
We are investigating reports of intermittent degraded call quality affecting a subset of contact centre agents. Agents may experience robotic or distorted audio during active calls, while call functionality remains available.
Our engineering teams are actively investigating the issue and reviewing all service components. We will provide further updates as more information becomes available.
Impact: Some agents may experience intermittent robotic or degraded audio quality during calls.
Status: Investigation in progress.
Regards
IPI Service Desk
Aug 24, 2026 - 01:31 BST
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Scheduled Maintenance
IPI Platform Maintenance Release Aug 25, 2026 06:00-07:00 BST
Name: IPI Voice Maintenance L33 and Lon1
Maintenance Type: Security Maintenance
Purpose of the maintenance: Security patching
Duration: 1 hour
Start date & time: 25/08/26 06:00hrs
End date & time: 25/08/26 07:00hrs
Impact: low risk
Expected Downtime duration: None expected
Posted on Aug 17, 2026 - 10:19 BST
Maintenance Type: Security Maintenance
Purpose of the maintenance: Security patching
Duration: 1 hour
Start date & time: 25/08/26 06:00hrs
End date & time: 25/08/26 07:00hrs
Impact: low risk
Expected Downtime duration: None expected
Posted on Aug 17, 2026 - 10:19 BST