DSS Call Routing Errors
January 8, 2025 at 6:02 AM
SIP-Trunk
Webex-Calling
Resolved after
2h
3m
of downtime
January 8, 2025 at 8:05 AM
Call routing for all DSS services was broken this morning at 7:02 AM for SIP Trunks and Webex Calling.
We have since identified the issue and have deployed a fix.
As of 9:05 AM calls are being correctly routed but we are keeping the services monitored.
Post Mortem
Affected Services:
Affected Products:
| Product |
Impact |
| SIP Trunk |
MAJOR |
| Webex Calling |
PARTIAL |
Start Date of Incident:
08/01/2025 07:02 CET
Resolution Date of Incident:
08/01/2025 09:05 CET
Summary of Incident:
Calls were not being correctly routed by the platform causing errors for both inbound and outbound calls.
The cause was a bug in a specific software version of the RTP Server that caused an OOM error.
Mitigation Steps:
- Restarted the affected services
Resolution Steps:
- Update the RTP Server to permanently fix the issue
Action Items:
- Improve our alerting system so that in the future we can take proactive action in similar cases
- Change SIP Server responses to SIP OPTION so that in similar cases customer endpoints will be able to correctly fail-over to the secondary node