Resolved -
We have completed our efforts to address the issue affecting some users in the APAC region related to the local carrier’s anti-spam mechanism. While this mechanism remains in place and continues to be managed by the receiving carrier, Aircall and our carrier partner have taken all possible measures within our control to reduce the impact.
As this situation involves with the receiving carrier, it may still affect certain calls, which they believe to be flagged as potential spam. We encourage customers to continue following the best practices outlined in our previous update to minimize disruption, which include, but are not limited to: balanced call volume, successful connection rates, and moderate call durations.
We consider this matter resolved but will remain available to assist customers and provide guidance as needed via our Support portal.
Dec 12, 03:29 UTC
Identified -
Aircall has identified the root cause of the issue affecting some users in the APAC region, which was caused by one of the local destination carriers implementing an anti-spam mechanism.
This mechanism involves a prompt that asks ‘To connect your call, press [number],’ and when the requested key is pressed, the call is connected. Aircall has been working closely with our carrier partner and will continue to work with them to minimize the impact of this mechanism. However, since this involves the receiving carrier of a call (and not an Aircall provider), the complete solution remains outside of our direct control.
This issue does not impact all outbound calls, but rather from numbers that the receiving carrier considers to be spam calls. To avoid having their outbound numbers flagged, customers are encouraged to maintain healthy outbound call practices, including balanced call volume, successful connection rates, and moderate call durations.
We continue to monitor this situation closely and will provide another update as soon as more information becomes available.
Dec 10, 21:56 UTC
Investigating -
Following the routing change earlier today, some users in the APAC region continue to experience issues with placing outbound calls. We are actively investigating this alongside our partner carrier and will provide updates as soon as new information becomes available.
Dec 10, 03:08 UTC
Monitoring -
A routing change has been implemented and we are monitoring the results.
Dec 9, 17:14 UTC
Identified -
We are continuing to investigate this issue, that is impacting only one of our carrier with outbound calls.
We have a mitigation in place that we are manually triggering per account.
Dec 9, 06:33 UTC
Investigating -
We are currently investigating an issue with our carrier partner affecting some outbound calls being placed in the APAC region, which ask the caller to make a selection before the call can be completed. Our team is actively working to resolve this as quickly as possible. We will provide updates here as they become available.
Dec 9, 03:33 UTC
