The brief call-completion issues reported earlier this morning have fully cleared and have not recurred since approximately 11:25 AM CST.
All internal monitoring, test calls, and feedback received so far show normal operation across all carriers and paths.
No upstream providers are reporting outages, and we have not seen any additional reports of the earlier symptoms.
We are therefore marking this incident Resolved unless and until we discover any evidence to the contrary.
Thank you again for the quick reports and the self-test updates you sent in – they were extremely helpful.
If anything unusual pops up later today or in the coming days, please don’t hesitate to open a new ticket or reply to your existing one.
Have a great rest of your day!
Posted Nov 20, 2025 - 11:50 CST
Monitoring
Between approximately 11:00 AM and 11:25 AM CST a very small number of customers experienced silent inbound calls, busy tones, or outbound calls that rang on the caller’s side but did not ring the destination phone (especially cell phones).
The issue self-resolved at ~11:25 AM CST and has not recurred. All internal monitoring and test calls are normal.
We have checked all of our upstream carriers’ status pages and public dashboards — no widespread outages are being reported at this time.
Action requested
If you opened a ticket about this incident, please take 20–30 seconds to perform a quick self-test:
• Call your office from a personal cell phone • Call a cell phone from one of your desk phones/extensions
Then simply reply to your existing ticket (or open a new one) and let us know whether everything is working normally again or if anything still seems off.
Please use the link in the ticket notification email to update your ticket, or to create a new ticket, please go here: http://ticket.cooltelecom.com
Your quick feedback helps us confirm full resolution across all carriers and close this out with certainty.
We will continue to monitor on our end and will officially mark this incident resolved unless we find evidence to the contrary.
Thank you for your reports and your help!
Posted Nov 20, 2025 - 11:47 CST
Identified
The call-completion symptoms reported earlier (silent inbound calls, busy tones, or outbound calls not ringing the far-end phone) have fully cleared. All internal and carrier-side monitoring shows normal operation again, and affected customers have already confirmed calls are working.
To help us 100% confirm there are no lingering issues on specific paths, we’d greatly appreciate a quick 30-second self-test from your office:
• Have someone on your team call your main office number from their personal cell phone. • Make a test outbound call from one of your desk phones/extensions to a personal cell phone.
When reporting back to Cool Telecom, please indicate which cell provider seems to be having issues or if the test calls worked as expected.
If everything rings and connects normally → no action needed (you’re all set!), but we would appreciate a ticket update from you either way.
If anything still feels off, please reply to your existing ticket or open a new one at http://ticket.cooltelecom.com and let us know exactly what you experienced. This takes almost no time and gives us immediate real-world confirmation across different carriers and regions.
Thank you again for the fast reports earlier – they were very helpful!
Posted Nov 20, 2025 - 11:34 CST
Investigating
This morning a small number of customers experienced one or more of the following symptoms for roughly 15–20 minutes:
Inbound calls appearing silent or going to busy tone. Outbound calls ringing on the caller’s phone but not ringing/alerting the destination phone (particularly cell phones)
Our platform and upstream carrier reported no widespread outages, and the overwhelming majority of calls continued to complete normally throughout the event.
The issue self-resolved around 11:20–11:25 AM CST and all call paths we are testing are currently completing successfully.
We are continuing to monitor and are pulling detailed traces to confirm the exact cause. At this time everything is operating normally. Thank you for the quick reports earlier today — they helped us confirm it was limited in scope and verify resolution.
If you notice anything unusual going forward, please don’t hesitate to reach out.
Posted Nov 20, 2025 - 11:29 CST
This incident affected: Calling (Inbound Calling, Outbound Calling).