Choose Region

Call quality issues on WebRTC calls

Identified - We are continuing to receive examples exhibiting degraded quality on WebRTC calls.​ At this stage, we have now replicated the symptom on WebRTC calls and also on Google Hangout calls (which also use WebRTC for audio delivery). The issue can be reproduced on Chrome running on Windows 10 devices that have a headset connected to them. As we continue to work with Twilio on the problem, they have opened a bug with Google which can be found here - https://bugs.chromium.org/p/chromium/issues/detail?id=905083 Further updates will be provided as we advance our join investigations and await feedback from Google. Once again, we sincerely apologize for the inconvenience this incident is causing.
Nov 14, 15:26 GMT
Monitoring - After working with several affected customers over the past few days, we believe this incident to now be resolved. If your teams are still experiencing intermittent​ degraded audio when using WebRTC, please collate example GUIDs and pass them contact our Customer Support team. We apologize for the inconvenience this issue has caused and will be working to provide a full Incident Report in due course.
Nov 08, 14:55 GMT
Investigating - We are continuing to investigate call quality issues on WebRTC in conjunction with the onward carrier and with a number of customers to gather data critical to identifying the cause.
Oct 30, 16:02 GMT
Investigating - We are currently investigating issues with call quality for WebRTC calls. If you believe that you're also affected by this, please contact our technical support via usual channels.
Oct 29, 18:19 GMT
Degraded Performance
  • Cloud 11 - UK & Europe Primary

    Inbound Voice Interactions Operational
    Outbound Voice Interactions Operational
    ContactPad Operational
    NVM Platform Supervisor & Admin Operational
    Connect (Dialer) Operational
    Omnichannel Interactions Operational
    Motivate & Inspire Operational
    Workforce Management (WFM) Operational
    APIs Operational
    WebRTC Degraded Performance
    Statistics / Reporting Operational
    Conversation Analyzer Operational
    PCI Payments Operational
    SMS Operational
    Salesforce.com Integration Operational
    ZenDesk Integration Operational
    ServiceNow Integration Operational
    Zoho Integration Operational
    SAP Integration Operational
    Hosted IP PBX Operational
  • Cloud 8 - UK & Europe Secondary

    Inbound Voice Interactions Operational
    Outbound Voice Interactions Operational
    ContactPad Operational
    NVM Platform Supervisor & Admin Operational
    Connect (Dialer) Operational
    Omnichannel Interactions Operational
    Motivate & Inspire Operational
    Workforce Management (WFM) Operational
    APIs Operational
    WebRTC Degraded Performance
    Statistics / Reporting Operational
    Conversation Analyzer Operational
    PCI Payments Operational
    SMS Operational
    Salesforce.com Integration Operational
    ZenDesk Integration Operational
    ServiceNow Integration Operational
    Zoho Integration Operational
    SAP Integration Operational
    Hosted IP PBX Operational
Past incidents

Platform Availability

Data Centre EU1 EU2
Last Month 99.831% 100.000%
Last Three Months 99.945% 100.000%
Last 12 Months 99.986% 100.000%
Talk to us 1 (855) 534 - 2888