The issue has been confirmed by our provider as coming from one of their server. They've been able to fix it and everything should be back to normal. We're starting to roll-back the customers we switched to our back-up and we'll keep on monitoring the situation during this roll-back period (about 1 hour)
Posted Jun 17, 2016 - 18:47 UTC
Identified
A server of one of our provider in Americas is experiencing trouble. We confirm that the issue is limited to a minority of our US and Brazilian numbers. We've build a gateway to switch any customer to an alternative server, but we don't yet have the list of impacted numbers. If you're experiencing issues, please reach out on team@aircall.io or on (646) 776-5948 and we'll switch you manually. Once switched, you will properly receive calls, although with a slightly higher latency.
Posted Jun 17, 2016 - 15:00 UTC
Investigating
Since 10:09 EST, we've been noticing issues on selected US and Brazilian numbers. On these numbers, incoming calls do not get distributed over the teammates and get cancelled immediately. We're investigating now the cause of these issues. We've already contacted a subset of our customers in these regions (for some of them, no issue is reported, for others, the problem is confirmed) and we're investigating their account to identify the root cause. No resolution ETA is yet available but we're working on it.