SIP call failures

Updates timeline

1. Investigating Jul 31, 03:08 AM UTC

   Starting at ~1:00 UTC, calls to a portion of phone numbers imported into the ElevenLabs Agent Platform are failing. We are currently working to isolate the root cause and restore full functionality.

2. Identified Jul 31, 04:00 AM UTC

   We've identified a likely contributing factor related to infrastructure resource constraints affecting SIP call routing. We're currently validating a fix.

3. Resolved Jul 31, 05:29 AM UTC

   The issue has been resolved. Call routing is now fully restored, and we're assessing follow-ups to improve proactive alerting and prevent recurrence.

4. Investigating Jul 31, 06:18 AM UTC

   Following the earlier fix, we're seeing renewed inbound call routing failures for a portion of phone numbers. We're currently investigating.

5. Identified Jul 31, 09:06 AM UTC

   Our team has identified a potential cause of the call outages and is currently validating a fix. We will share further updates as soon as we have more information.

6. Identified Jul 31, 11:10 AM UTC

   Calls should be back to normal for the EU and India residencies. The US residency may still experience some downtime, but our team is working to resolve the issue. In the meantime, the immediate workaround is to remove the affected number and re-add it, if possible.

7. Identified Jul 31, 01:01 PM UTC

   Our team is still actively working to restore all calls and phone numbers to their normal working state.

8. Identified Jul 31, 01:26 PM UTC

   We have identified the root cause of the failed SIP calls and prepared a fix.

9. Identified Jul 31, 06:02 PM UTC

   Our engineers are putting together a targeted fix to resolve the remaining SIP failures in the US region.

10. Resolved Jul 31, 07:15 PM UTC

    After our recent mitigation steps, our engineers have traced SIP call failure rate as it has returned to baseline. We will publish a complete root cause analysis shortly.