Between 12:00 pm EDT and 1:00 pm EDT on 22 March 2022, one of our critical upstream providers suffered a service outage. The consequence of this for CallRail customers was that calls could not be routed to their destinations. Calls that went to CallRail voicemail were recorded correctly. Calls that were not routed are visible in the call log as either abandoned or short-duration calls, depending on Call Flow configuration.

While this incident was outside of our direct control, and such incidents with our upstream vendors are rare, we are taking steps to mitigate the risk of similar future failures:

• We are improving the visibility of our status reporting and expanding it to channels beyond direct subscriptions to our status updates (subscribe to the existing notifications at status.callrail.com)
• We are implementing emergency options to disable Dynamic Number Insertion in the event of a broad call routing failure, to allow calls to our customers to be routed directly to a customer’s main number. These calls would not be attributed or recorded by CallRail, but would ring through, reducing the impact on our customers' businesses.