Rainbow Hub – Audio Issue Affecting Call Queues with Alphalink SIP Trunks - Incident details - Rainbow

Resolved

Degraded performance

Started 24 days agoJuly 21, 2026Lasted about 7 hoursJuly 21, 20266:00:45 AM12:53:56 PMUTC

Affected

Europe & Middle East (EMEA)

[EMEA] Rainbow Hub Voice Services

Updates

Resolved
July 21, 2026 at 12:53:56 PMUTC
Resolved
July 21, 2026 at 12:53:56 PMUTC
The issue has been resolved.
A configuration inconsistency introduced during the Call Queue migration to the new 3AZ infrastructure was identified and corrected without service disruption. The correction has been applied across the affected infrastructure, and Call Queue services are now operating normally.
Monitoring
July 21, 2026 at 8:00:41 AMUTC
Monitoring
July 21, 2026 at 8:00:41 AMUTC
The issue is no longer being observed. Our technical teams are continuing to monitor the service to confirm its stability.
Investigating
July 21, 2026 at 6:00:45 AMUTC
Investigating
July 21, 2026 at 6:00:45 AMUTC
We are currently investigating an issue affecting some Rainbow Hub customers using Alphalink SIP trunks.
Calls routed through Call Queues may connect without audio or without a ringback tone. Direct calls appear to be working normally.
As a temporary workaround, customers can replace the affected Call Queue with a standard Hunt Group.
Our technical teams are actively investigating the issue. Further updates will be provided as soon as more information is available.

Rainbow - Rainbow Hub – Audio Issue Affecting Call Queues with Alphalink SIP Trunks – Incident details