Resolved -
The upstream voice carrier has identified the cause and is reporting that the issue has been resolved. CallTower Engineers can also confirm that they have seen monitoring statistics return to normal levels. If you are still experiencing this issue, please open a new case by emailing support@calltower.com.
CallTower will be closing this master case and all associated cases. Within three business days, an Official Root Cause Analysis (RCA) or a Preliminary RCA will be available and provided to customers upon request.
Aug 3, 18:14 MDT
Update -
The affected upstream voice carrier has narrowed down the issue and has escalated the ticket to their internal network team to further isolate and eliminate the packet loss. The carrier has indicated they will provide an update within the next 60 minutes. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower will post an update on status.calltower.com in approximately 60 minutes, unless identified otherwise.
Aug 3, 16:51 MDT
Update -
CallTower is continuing to work with the affected upstream voice carrier. Mitigation efforts are beginning to show some improvement to impacted customers. CallTower will continue to escalate with the upstream carrier until the issue is fully resolved.
This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Aug 3, 16:12 MDT
Identified -
CallTower has identified an issue that is causing affected customers to experience audio issues on certain inbound and outbound calls. Common symptoms include distortion, delay, and static during the call. Initial findings are showing packet loss in voice between CallTower and an upstream voice carrier.
CallTower has opened a master case for this issue as it is affecting more than one CallTower customer and is working directly with the upstream carrier. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Aug 3, 15:37 MDT
Resolved -
CallTower Engineers identified a routing issue that affected the call handling of some calls. A route change was put into place to route around the issue and these calls are now completing correctly. The original call route will be investigated to determine the root cause of the call handling issue. These details will be provided in a subsequent RCA.
*CallTower will be closing this master case and all associated cases. Within three business days, an Official Root Cause Analysis (RCA) or a Preliminary RCA will be available and provided to customers upon request.
Jul 26, 11:23 MDT
Update -
We are continuing to investigate this issue.
Jul 26, 11:22 MDT
Investigating -
CallTower is investigating reports of inbound and outbound calling issues on SIP Trunks. CallTower Engineers are reviewing call examples to determine the root cause.
*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
Jul 26, 10:41 MDT