CCPro - CCPro Contact Centre Call Jitter / Distortion – Incident details

This issue should now be resolved.

The network instability previously identified on the affected voice service path appears to have stabilised, and recent testing indicates a significant improvement in audio quality.

Our engineering teams continue to monitor service performance closely and are working with our partner carriers to validate that the improvement is sustained. At this time, we have not received any new reports of audio degradation since monitoring commenced.

No further updates are planned unless further issues come to light.

Our investigation has identified intermittent packet loss and instability affecting a network transit path between our platform and Microsoft services. Analysis performed with our upstream transit provider has identified packet loss and route instability impacting a Microsoft IP transit connection, which may result in some agents experiencing robotic or degraded audio during calls.

We are actively working with the upstream provider and Microsoft to monitor the affected path and implement corrective actions. Service availability remains unaffected; however, a subset of calls may continue to experience intermittent audio quality issues whilst remediation efforts are underway.

We are actively working with the upstream provider to monitor the affected path and implement corrective actions. Service availability remains unaffected; however, a subset of calls may continue to experience intermittent audio quality issues whilst remediation efforts are underway.

Impact: Some contact centre agents may experience intermittent robotic, distorted, or degraded audio during live calls.