Missing call in agent session

Agents
1

Dear Livekit Team,

We are writing to report an issue regarding missing calls that occurred on May 12, 2026, between 3:00 PM and 4:00 PM.

During this period, there were 83 calls in total. However, 12 of those calls remained in a ringing status, and no agents were able to join. For your reference, our project ID is: p_2sv4xh8d6zi.

Could you please investigate this matter and let us know why these calls were not properly connected?

FYI, I have also contacted support through email.

2

@Sagor_Sarker, the call-level investigation for project p_2sv4xh8d6zi will need internal Cloud logs not visible to the community. Email support is the right channel; include three things to accelerate diagnosis:

Timezone for the 3:00-4:00 PM window (UTC, IST, etc.). 12/83 missing in a one-hour spike narrows the cause significantly.

Plan tier (Build / Ship / Scale) and concurrent-session limits. Build caps at 5 concurrent agent sessions; bursting above the ceiling leaves later calls in “ringing” without an agent. Most common root cause for this exact pattern.

Worker count during the window plus any crash logs from your side.

Self-checks while you wait:

  • Sessions dashboard: do those 12 rooms show active with no agent participant, or as failed dispatches?
  • Egress tab: any partial activity on those rooms?
  • Worker logs for that hour: dispatch failures, OOM, crashes?

cc: @CWilson @darryncampbell

3

THanks @Muhammad_Usman_Bashir ,
Yes, I have been discussing in detail through email.

4

For anyone else finding this thread, details of and eligibility for email support are listed here: