Service Issue in Voice Platform

Incident Report for Vonage API Status

Postmortem

Date/Time Impacted

2025-07-21 10:09 UTC until 2025-07-21 10:36 UTC

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Services Impacted

In-App voice: WebRTC

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Summary

We encountered a bug in the component that manages and controls the WebRTC call routing, which resulted in service disruptions in the In-App Voice platform for WebRTC calls.

At 10:21 UTC, our monitoring alerted us to an issue impacting WebRTC services on a single media-processing server.

Some customers observed WebRTC call failures and were unable to control In-progress calls using the control actions, such as hang-up.

Once the issue was identified, the affected server was taken out of service at 10:36 UTC, marking the end of customer impact.

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Root Cause

The traffic controller module, which orchestrates WebRTC call routing, encountered a software bug, which caused instability in session handling on a single media-processing server. As a result, some customers started to see failures on a small percentage of new WebRTC calls and also experienced issues controlling some in-progress calls using call control features.

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Restoration Actions

We removed the impacted server from production at 10:36 UTC, and service levels have remained stable since mitigation.

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Next Steps

Implementing automatic detection of instability of the WebRTC processing component in order to remove media-processing instances from service automatically
Implementing a fix for the bug which was discovered

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Posted Jul 24, 2025 - 14:41 UTC

Resolved

We can confirm this problem has been resolved, and all services have been restored.

The following services were impacted from [2025-07-21 10:09] UTC until [2025-07-21 10:37] UTC:

In-App voice: WebRTC calls in the APAC region

WebRTC calls in the other regions were not impacted.

Please let support@api.vonage.com know if you continue to experience problems with this.

A post-mortem will be published in the next few days.

Posted Jul 21, 2025 - 16:23 UTC

Monitoring

We have implemented a fix for this issue.

Some customers may have experienced failures on WebRTC calls in the APAC region between 2025-07-21 10:20 UTC and 2025-07-21 10:36 UTC.

WebRTC calls in the other regions were not impacted.

The list of services that were impacted has been confirmed as:
In-App voice: WebRTC

We will continue to monitor the service during the next few hours and post updates should anything change.

Posted Jul 21, 2025 - 11:41 UTC

Investigating

Our monitoring system has alerted us to a potential service issue with our In-App Voice platform.

Although it is not yet certain whether there will be a customer impact, we are alerting customers immediately while our engineering teams investigate.

If there is a customer impact, it is likely to affect the following products:
-Voice API
-WebRTC
-In-App Voice

We aim to provide an update on our investigation within 1 hour.

Please see this article - https://api.support.vonage.com/hc/en-us/articles/6749696044828-Vonage-API-Support-Incident-Handling - for an explanation of our approach to publishing incidents.

Posted Jul 21, 2025 - 10:51 UTC

This incident affected: Voice (Voice API, Voice WebRTC).