Granicus Issue Notification: govDelivery Communications Cloud-Communications Cloud 2FA Voice Authentication Issues

This incident has been resolved.

The issue affecting Communications Cloud voice-call delivery has been resolved.

Customers may have experienced delays or failures receiving automated voice calls, including voice-based two-factor authentication (2FA) calls and other voice communication workflows. Our engineering teams investigated the issue, implemented corrective actions, and validated that voice-call delivery has been restored.

Customers using voice-based 2FA should now be able to authenticate successfully. SMS-based authentication remained available throughout the incident.

We will continue to monitor the service to ensure stability. We apologize for the inconvenience and appreciate your patience while we worked to resolve the issue.

We are currently investigating an issue affecting voice call delivery within Communications Cloud. Customers may experience delays or failures when receiving automated voice calls, including voice-based two-factor authentication (2FA) calls and other voice notification services.
Our engineering teams are actively investigating the issue and working to identify the root cause and restore normal service as quickly as possible.

Impact: Some customers may experience delayed or failed voice call delivery, which may affect voice-based authentication and other voice communication workflows.

We are currently investigating an issue affecting customers who use voice-call based two-factor authentication (2FA) within Communications Cloud. Impacted users may not receive their authentication phone call and could be unable to complete the login process.

At this time, the issue appears to be limited to voice-call authentication. Users who authenticate using SMS-based 2FA are not expected to be impacted.

Our engineering teams are actively investigating the issue and working to identify the root cause and restore normal service as quickly as possible.