Resolved -
Status: Resolved
Following a sustained period of monitoring, service performance has remained stable and audio quality has returned to expected levels.
Throughout the incident, our engineering teams worked closely with our network partners and Microsoft Azure to investigate reports of intermittent robotic and degraded audio affecting a subset of voice services. During the investigation, one of our network providers identified an issue affecting a network path used to access Microsoft-hosted services. Whilst the precise root cause remains subject to ongoing supplier review, service performance has stabilised and we are no longer observing the conditions associated with the reported issues.
Impact: Customers may have experienced intermittent robotic, distorted, or degraded audio during calls. Service availability remained unaffected throughout the incident.
We will continue to review the incident with our suppliers and complete a full post-incident investigation to identify any follow-up actions or improvements.
We thank customers for their patience and understanding whilst we worked to investigate, mitigate, and monitor this incident.
Aug 24, 17:32 BST
Monitoring -
Status: Monitoring
The network instability previously identified on the affected voice service path appears to have stabilised, and recent testing indicates a significant improvement in audio quality.
Our engineering teams continue to monitor service performance closely and are working with our partner carriers to validate that the improvement is sustained. At this time, we have not received any new reports of audio degradation since monitoring commenced.
Impact: Service availability remains unaffected. Customers may have experienced intermittent robotic, distorted, or degraded audio during calls.
We will continue to monitor the service closely before declaring the incident resolved and will provide a further update should the situation change.
Aug 24, 16:42 BST
Update -
Our investigation remains ongoing, with engineering teams actively engaged with Microsoft and multiple network providers to identify the source of the intermittent audio quality issues affecting a subset of voice services.
Analysis to date has identified network path instability affecting traffic between our platform and Microsoft Azure-hosted services. Investigations are continuing across all parties to validate the findings, determine the underlying cause, and identify any available mitigating actions.
There has been no material change in service status since our previous update. Service availability remains unaffected; however, customers may continue to experience intermittent robotic, distorted, or degraded audio during active calls.
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.
Our engineering teams continue to treat this as a high-priority incident and are maintaining active escalation with all relevant parties. We will provide a further update as soon as additional information becomes available.
Aug 24, 15:03 BST
Update -
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.
There has been no material change in service status since our previous update. Customers may continue to experience intermittent robotic, distorted, or degraded audio during active calls.
We have escalated the incident to the highest available priority with our upstream provider and are continuing to work closely with both the provider and Microsoft to expedite investigation and remediation of the affected network path.
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. Service availability remains unaffected.
Our engineering teams continue to actively monitor the situation and review all available diagnostics as we work with our partners towards resolution.
We will provide a further update as soon as additional information becomes available.
Aug 24, 11:52 BST
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, 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, 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, 01:31 BST
