Users were unable to connect calls due to call push notifications not being delivered to volunteers and some support agents among Service Directory partners.

Timeline 

- 17:18 UTC: Recovery achieved: call push notifications began processing normally again, and service returned to normal.

- 16:17 UTC: We detected elevated failure rates with calls timing out during the invitation phase. 

Root Cause Analysis 

The disruption was caused by performance issues in our background processing system responsible for sending call push notifications. The system experienced resource constraints that prevented it from processing call requests in a timely manner, resulting in a backlog that delayed or prevented notifications from reaching volunteers and some support agents.

Resolution