Aurelian - Partial Carrier Service Outage – Incident details

All systems operational

Partial Carrier Service Outage

Resolved
Major outage
Started 12 months agoLasted 2 hours 35 minutes

Affected

AI Agent

Major outage from 7:13 AM to 9:38 AM, Degraded performance from 9:38 AM to 9:49 AM

Updates
  • Resolved
    UTC
    Resolved

    AI Call Handling has been restored to normal functionality.

  • Monitoring
    UTC
    Monitoring

    We are observing significant signs of recovery from AWS and Twilio. We are beginning to route traffic back to our AI and monitoring to ensure full functionality has been restored.

  • Update
    UTC
    Update

    AWS indicates that they have identified the cause and are working on a fix. We are continuing to monitor and will provide additional updates as they become available. Calls are continuing to be redirected directly to the center.

  • Update
    UTC
    Update

    We are continuing to monitor Twilio for updates. It appears there is a major AWS outage that is the source of the issues. We will provide updates as Twilio and AWS make them available. Calls are continuing to be directly passed through to the center.

  • Identified
    UTC
    Identified

    Twilio has confirmed they are experiencing elevated error rates on their APIs. We believe our kill switch should be working as intended and calls should be transferring through to the center. Please text me directly if you are experiencing any active connectivity issues at 908-938-2970 - James

  • Investigating
    UTC
    Investigating

    We are investigating a potential carrier outage from our carrier partner Twilio. We are actively redirecting all calls directly to the center at this time.