# Dialpad: Some customers may be experiencing issues with IVR

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-05-20 18:58 UTC · Resolved: 2026-05-21 00:26 UTC · Duration: 5.5 h
- Updates: 8 · Affected components: Omnichannel
- [Vendor status page: https://stspg.io/6mw20xzqjrdt](https://stspg.io/6mw20xzqjrdt)
- [Company: Dialpad](https://rewindex.com/company/dialpad.md)

## 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)_
## Timeline of updates

- **investigating** 2026-05-20 18:58 UTC: We are currently investigating this issue.
- **investigating** 2026-05-20 19:36 UTC: We are continuing  to investigate this issue.
- **investigating** 2026-05-20 20:26 UTC: We are currently investigating this issue.
- **investigating** 2026-05-20 21:42 UTC: We are currently investigating this issue.
- **investigating** 2026-05-20 22:18 UTC: We are currently investigating this issue.
- **identified** 2026-05-20 23:33 UTC: The issue has been identified and a fix is being implemented.
- **monitoring** 2026-05-20 23:55 UTC: A fix has been implemented and we are monitoring the results.
- **resolved** 2026-05-21 00:26 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2026-05-20 18:58 UTC: [Major incident: Some customers may be experiencing issues with IVR](https://rewindex.com/change/i024a3794418af8.md)


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Canonical: https://rewindex.com/company/dialpad/incidents/rqlzwccgxnfh · Markdown: https://rewindex.com/company/dialpad/incidents/rqlzwccgxnfh.md · JSON: https://rewindex.com/api/v1/companies/dialpad/incidents/rqlzwccgxnfh · Generated 2026-10-18T09:43:41.376Z