We are facing connect establishment issues with our clients from US region.
We are currently experiencing a critical production issue where calls are unable to connect to our agent.
One example is:
Room ID: c4ea493f-6f2a-441c-9969-5f50ae42f60c
The room is being created successfully, but the agent never connects, causing the call to fail. This issue is directly impacting our production environment and affecting active customer usage.
Could you please investigate this with high priority and provide any findings, logs, or potential root cause information? If additional details are required from our side, we can provide them immediately.
Given the production impact, we would greatly appreciate an urgent update and assistance in resolving this issue as quickly as possible.
Checking your account, I see all your recent sessions have agents join, so is this still an ongoing issue?
I notice you are on Scale - for these kind of high-priority, production issues I strongly recommend raising a support ticket, or even reporting an outage as appropriate since community support is “best-effort” (though, we do our best). Additional information: Frequently Asked Questions (FAQ) - #8 by darryncampbell