Vonage Contact Centre (VCC) Outage History

Vonage Contact Centre experienced call connectivity issues in the EMEA region for 1.5 hours due to a third-party outage that affected multiple service providers. The incident impacted outbound voice interactions, preventing some customers from making calls. The third party identified and resolved the underlying issue, with full service restoration confirmed by 10:56 UTC.

A major service outage affected Vonage Contact Centre APIs in the NAM region, impacting multiple components including ContactPad, VCC Platform Supervisor & Admin, WebRTC, Statistics/Reporting, Conversation Analyzer, and AI Studio Virtual Assistant. The incident primarily affected performance dashboards and API signaling across Vonage services. The outage lasted 4.3 hours before all services were fully restored.

Vonage Contact Centre experienced a major incident where inbound calls were dropping in the North American (NAM) region, affecting Inbound Voice Interactions components. The issue persisted for 18.8 hours before being resolved, with the team working on a root cause analysis to be shared with affected customers.