2020-02-15 - Outbound Call Failure (Resolved)
Learn how a customer's outbound call failure was quickly resolved.
Written by Marissa Orsini
Updated at April 22nd, 2023
Table of Contents
Event Description: Outbound Call Failure
Event Start Time: 2020-02-15 13:24 EST
Event End Time: 2020-02-15 14:15 EST
RFO Issue Date: 2020-02-15 13:53 EST
Affected Services
Outbound calling on voice
Event Summary
Outbound calling for all domains are receiving a 403 Forbidden. It is matching a "Deny All" rule despite configuration to the contrary.
Event Timeline (All times 24-hour format, EST)
February 15, 2020
- 13:24 First Outbound call blocked by permission
- 13:50 First identified by partner
- 13:53 Second Report identified by another partner
- 13:53 Tier 3 & 4 OIT engineers replicated the issue and began an investigation. Report posted to Discord.
- 13:55 Issue isolated to users with "US and Canada" dial permissions
- 14:09 Permission structure reset to allow for "US and Canda" calls to complete
- 14:12 Outbound services restored to affected users and confirmed in call history
- 14:15 Discord notified resolution
Root Cause Analysis
TBD
Future Preventative Action
TBD