CX audio quality issues - Business Voice/Business Voice Plus

Incident Report for Sangoma

Resolved

This incident is now being resolved.

Posted Oct 22, 2026 - 20:03 EDT

Monitoring

After extended investigation we identified packet loss to be an issue. Engineers troubleshot that and we're no longer experiencing this packet loss. We'll be monitoring this situation to confirm that it has been fully eliminated.

Posted Oct 22, 2026 - 19:13 EDT

Update

Our Engineers are still actively investigating this issue.

Posted Oct 22, 2026 - 18:33 EDT

Update

We are continuing to investigate this issue.

Posted Oct 22, 2026 - 17:14 EDT

Investigating

We have discovered an audio quality issue with customers using CX that is currently affecting Business Voice and Business Voice Plus. Our engineering team is actively investigating the matter.

Posted Oct 22, 2026 - 16:18 EDT

This incident affected: Contact Center as a Service (CCaaS) (Sangoma CX).