Vonage Contact Centre (VCC) Outage History

Vonage Contact Centre experienced a major outage affecting outbound voice calls to France for 22 hours due to a third-party interruption. The issue specifically impacted calls to French mobile numbers used as passthrough, causing intermittent connection failures. The service was fully restored on April 16th, with Vonage working on a root cause analysis report for affected customers.

Vonage Contact Centre experienced a major service interruption where dynamic audio announcements failed, impacting inbound voice interactions for 2.3 hours. The issue affected customers' ability to properly handle incoming calls due to the announcement failures. The service was fully restored after engineers worked to resolve the underlying problem, with recovery beginning partway through the incident and complete resolution confirmed.

Vonage Contact Centre experienced degraded performance affecting Intelligent Workspace services in the North America region for 52 minutes. The service interruption began at 6:29 PM UTC and was fully resolved by 7:02 PM UTC on April 13, 2026. Engineers worked to restore services with monitoring showing signs of recovery before complete restoration was confirmed.

Vonage Contact Centre experienced degraded performance affecting the Intelligent Workspace service in the EMEA region for approximately 21.7 hours starting April 9, 2026. The service interruption impacted users' ability to access and use the Intelligent Workspace functionality. Vonage engineers worked to restore services, with full resolution confirmed by April 9 at 12:30 PM UTC.

Vonage Contact Centre services in the North America region experienced degraded performance affecting dashboards, the admin portal, statistics/reporting, and supervisor/admin platform functions for approximately 2 hours starting at 16:39 UTC on April 7, 2026. The service interruption was fully resolved by 16:51 UTC the same day, with engineers confirming complete restoration of all affected VCC services.

Vonage Contact Centre experienced WebRTC connectivity issues in the APAC region starting at 3:41 AM UTC on April 1st, 2026. The outage affected WebRTC services for customers in the Asia-Pacific region for approximately 2 hours and 24 minutes. The issue was fully resolved at 6:05 AM UTC with all services restored.

The Vonage Contact Centre User Admin API experienced issues across all regions for approximately 75 hours, specifically affecting API requests that used the "handleMultipleInteractions" parameter. Engineers identified the root cause and provided a workaround by advising users to avoid using the problematic parameter until full service was restored on April 1st at 19:30 UTC.

Vonage Contact Centre experienced a major service outage in the NAM region lasting 2.1 hours, caused by API issues that affected inbound/outbound voice interactions, ContactPad, platform administration, and statistics/reporting functionality. The incident began at 19:13 UTC on March 24, 2026, with the root cause identified around 20:56 UTC and full service restoration confirmed at 21:04 UTC.

Vonage Contact Centre experienced a 52-minute service disruption affecting users' ability to access call recordings in the Interaction Content section. The issue impacted the VCC Platform Supervisor & Admin components, preventing some users from retrieving recorded calls. Engineers resolved the problem and fully restored access to call recordings.

Sudden maintenance work caused the Vonage Contact Centre's Conversation Analyzer sentiment analysis feature to stop calculating results for the APAC region. The incident affected post-call sentiment analysis functionality for approximately 2 hours. The service was fully restored and the incident was resolved.