Overview
On April 30, 2025, many Dialpad users were hit by a major service outage that disrupted calls, routing, and access to the app. The engineering team moved quickly and managed to restore full functionality within a few hours. Here’s a clear rundown of what went wrong, what was done to fix it, and what it means going forward.
What Happened
- Incident Start: April 30, 2025, around 5:00 AM PT
- Issue: Users reported intermittent issues making or receiving calls, along with degraded app performance and login delays.
- Affected Services:
- Dialpad Talk
- Dialpad Meetings
- Ai Contact Center
- App login and API integrations
Root Cause
The disruption was traced to a network routing issue with a third-party provider used by Dialpad for VoIP and API traffic. The provider had misconfigured route announcements, which impacted traffic flow to critical backend services.
Resolution Timeline
- 5:30 AM PT: Engineering teams acknowledged the incident.
- 6:15 AM PT: Workaround routing configurations were implemented to reduce impact.
- 7:30 AM PT: Full service restoration confirmed.
- 8:00 AM PT: Monitoring continued for stability; all systems operational.
Preventive Measures
Dialpad has committed to the following actions:
- Improved failover logic for third-party route handling.
- Additional real-time monitoring for upstream provider health.
Takeaways for Users
- Users may have experienced temporary call failures or login issues during the outage window.
- No customer data was compromised or lost.
- All systems are currently stable and operating normally.
Final Notes
For businesses relying on cloud UCaaS platforms like Dialpad, uptime and routing stability are important. This incident points to the need for better provider redundancy and clear communication.
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Find the original incident here
For more information about Dialpad, visit Dialpad’s UCaaSReview provider profile and see their customers’ reviews.
