# Dialpad: Major incident: Some customers may be experiencing issues with IVR

**Summary:** Dialpad reported a major Omnichannel incident affecting IVR for some customers, starting 2026-05-20 18:58 UTC and resolved 2026-05-21 00:26 UTC, lasting 5 h 28 min. A fix was implemented and monitored; no cause was stated. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-05-20 18:58 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/6mw20xzqjrdt](https://stspg.io/6mw20xzqjrdt)
- [Company: Dialpad](https://rewindex.com/company/dialpad.md)
- Versions: before (none: first archived) → after incident\_version:121/rqlzwccgxnfh@713e26fc949f
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Some customers may be experiencing issues with IVR
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-05-20 18:58 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-05-21 00:26 UTC
```

**6. Added: Affected components**

```diff
+ Omnichannel
```

**7. Added: Update** (investigating) · 2026-05-20 18:58 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (investigating) · 2026-05-20 19:36 UTC

```diff
+ We are continuing  to investigate this issue.
```

**9. Added: Update** (investigating) · 2026-05-20 20:26 UTC

```diff
+ We are currently investigating this issue.
```

**10. Added: Update** (investigating) · 2026-05-20 21:42 UTC

```diff
+ We are currently investigating this issue.
```

**11. Added: Update** (investigating) · 2026-05-20 22:18 UTC

```diff
+ We are currently investigating this issue.
```

**12. Added: Update** (identified) · 2026-05-20 23:33 UTC

```diff
+ The issue has been identified and a fix is being implemented.
```

**13. Added: Update** (monitoring) · 2026-05-20 23:55 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**14. Added: Update** (resolved) · 2026-05-21 00:26 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-05-20 18:58 UTC | Major incident: Some customers may be experiencing issues with IVR (this change) | outage |

All Dialpad changes: [timeline](https://rewindex.com/company/dialpad/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/i024a3794418af8 · Markdown: https://rewindex.com/change/i024a3794418af8.md · JSON: https://rewindex.com/api/v1/changes/i024a3794418af8 · Generated 2026-10-18T01:30:42.389Z