Incident Report: OneCloud CX Inbound Call Disruption 

Date: July 20, 2026  

Incident Summary: 

On July 20, 2026 at approximately 12:30 PM, OneCloud received reports that some customers were unable to receive inbound calls from specific external destinations. Within five minutes of receiving the notification, our engineering team applied an initial fix that restored functionality for the indicated users and began investigating the underlying cause. At 1:56 PM, a related issue affecting inbound calls for a subset of customers was reported. Engineering identified and eliminated the root cause, and all services were confirmed fully restored by 2:24 PM.  

Root Cause: 

On the morning of July 20, an automated infrastructure event within our cloud hosting environment caused a subset of production call processing services to restart. On startup, these services loaded configuration data that had been staged in preparation for an upcoming platform update. This staged configuration was not intended to be active in production, and its early application disrupted inbound call routing for affected customers. 

Impact: 

1. Users on OneCloud CX were unable to receive calls to certain destinations from 11:57 AM to 12:35 PM then again from 1:56 PM to 2:24 PM. 
2. A subset of users experienced failed inbound calls until full resolution at 2:24 PM. 
3. No customer data was lost or exposed during this incident. 

Detection: 

1. OneCloud support was alerted through customer reports at 12:30 PM and immediately engaged engineering. 
2. Engineering investigation traced the behavior to invalid configuration data in a shared configuration cache. 

Resolution: 

1. At 12:35 PM, engineering cleared the incorrect cached configuration data, restoring inbound call functionality for the impacted users, and continued investigating the root cause. 
2. The source of the incorrect configuration data was identified and the process writing it was disabled, preventing any recurrence. 
3. All invalid cached configurations were removed, and affected services were verified to be running with correct configurations. 
4. At 2:24 PM, engineering corrected the root issue and verified all services were fully restored. 

Future Prevention: 

1. Additional controls will be implemented to protect the continuity and integrity of production configuration data, ensuring that configuration staged for upcoming updates cannot be modified or applied by automated processes outside of a planned release. 
2. Configuration validation will be added at service startup so that services verify their configuration is correct for their environment before handling traffic. 
3. Monitoring and alerting will be expanded to detect configuration anomalies proactively, reducing reliance on customer reports for detection. 
4. Deployment and restart procedures will be reviewed to include verification of loaded configuration after any service restart. 

We apologize for any inconvenience caused to our customers during this incident. OneCloud remains committed to providing the highest quality of service and will continue to improve our systems to prevent similar occurrences in the future.