Incoming calls not ringing to VoIP Desk Phones

This incident is fully resolved.

From 11:30am to 2:30pm PT on June 9th, incoming calls did not ring Spruce VoIP Desk Phones.

The cause was a malformed SIP header that Spruce was sending to our telecommunications infrastructure provider, which caused those calls to fail. Spruce corrected the header formatting, restoring normal call routing by 2:30pm PT. We then monitored through 4:30pm PT to confirm full restoration before closing the incident.

We have rolled out a fix as of 2:41 PT. Incoming calls to VoIP Desk Phones should be functional now. There was no impact to incoming calls to cell phones or the Spruce application on mobile/computer via Internet Calling.

We're continuing to monitor the platform to ensure that incoming calling is fully restored. We will continue to work with our telecommunications infrastructure partner to root cause the issue.

We identified an issue with our telecommunications infrastructure provider that's affecting calls to VoIP Desk Phones. We've found a way to work around the issue such that calls start to work again. We'll post another update here shortly once the fix is rolled out.

We are getting multiple reports of issues with calls ringing to VoIP Desk Phones and are actively investigating the issue.