(Resolved) Voice Layer tests not functioning

Last updated: Mon Feb 04 23:48:02 GMT 2019

RCA: This problem was due to an update which was pushed to our agent infrastructure late Tuesday evening, which included an update related to an upcoming feature set addition for Voice tests.  The problem's root cause was identified early Wednesday morning, and our team pushed a fix as soon as it had been appropriately tested.  We apologize for the inconvenience caused by this update, and have implemented additional QA processes such that this situation can be appropriately avoided in the future.

UPDATE: As of 11:45 PDT, the issue has been resolved. For customers with Enterprise Agents, the issue is resolved by Agent software version 0.192.2.  Enterprise Agents will update automatically to the new software. Cloud Agents have already been updated.

UPDATE: As of 11:30 PDT, the fix for the root cause of the issue has been implemented and the update to Agents is being pushed.

UPDATE: As of 10:00 PDT, the root cause of the issue has been identified and work on a solution is in progress.

2016-09-27 23:00 PDT: We are experiencing an issue on our platform for Voice > RTP Stream tests.  Agents assigned to these tests will display the error "Couldn't reach destination".  We are actively investigating the reason for this issue and will post hourly updates.