# Dialpad: Major incident: Some customers in North America may have experienced issues with calls

**Summary:** Dialpad reported a major degradation affecting some inbound and outbound calls in North America. The incident started at 2025-05-09 17:31 UTC and was resolved at 2025-05-09 17:50 UTC, lasting 19 min; Dialpad stated calls were impacted between 16:20 and 16:46 UTC and a fix had been implemented. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2025-05-09 17:31 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/2w2d1zgcb2gm](https://stspg.io/2w2d1zgcb2gm)
- [Company: Dialpad](https://rewindex.com/company/dialpad.md)
- Versions: before (none: first archived) → after incident\_version:121/rwhmzvlf1zq1@58357aae9b7b
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Some customers in North America may have experienced issues with calls
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-05-09 17:31 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-05-09 17:50 UTC
```

**6. Added: Affected components**

```diff
+ Telephony Infrastructure: Inbound Calls, Telephony Infrastructure: Outbound Calls
```

**7. Added: Update** (monitoring) · 2025-05-09 17:31 UTC

```diff
+ Issue impacted a percentage of calls in North America between 16:20 and 16:46 UTC. A fix has been implemented and we are monitoring the situation.
```

**8. Added: Update** (investigating) · 2025-05-09 17:39 UTC

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

**9. Added: Update** (resolved) · 2025-05-09 17:50 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-05-09 17:31 UTC | Major incident: Some customers in North America may have experienced issues with calls (this change) | degradation |

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/i6ccb28a0e1cdbc · Markdown: https://rewindex.com/change/i6ccb28a0e1cdbc.md · JSON: https://rewindex.com/api/v1/changes/i6ccb28a0e1cdbc · Generated 2026-10-18T02:54:45.957Z