Twilio Inbound IVR Issue

Incident

Twilio Inbound IVR Issue

Status: Closed
Start:
End:
Duration: 5 hours 52 minutes
Affected Components:
CUSI Third-Party Interfaces
Affected Groups:
CUSI
Investigating

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting Twilio IVR inbound calls only . Outbound calling functionality is operating as expected.

  • Start Time: 1/16/2026 at 7:43am CST

  • Impact: Customers using Twilio for IVR may experience a message on inbound calls stating that " we are having technical difficulties at this time".

  • Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

Monitoring

CUSI is announcing that a resolution has been successfully deployed to address Twilio inbound IVR issue. Our technical team has made the necessary corrections and is currently monitoring to ensure stability and effectiveness.

Current Status:

  • Resolution Deployed: The root cause of the connectivity problem was traced to the message server switching to an IP address that was not included on the existing allowlist. As a result, any clients that relied on firewall rules referencing the previous IP were unintentionally blocking communication from our communications server to UMS

Actions Taken:

  • The allowlist has since been updated, and connectivity has been restored. CUSI is closely monitoring system performance and functionality to ensure that the issue has been fully resolved and that no further disruptions occur.

Next Steps:

  • Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.
  • Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.
  • Updates: CUSI will provide regular updates on the status and any further actions required.

Resolved

CUSI is announcing that the tasks executed related to Twilio IVR inbound have successfully addressed the issues as of 1:43 pm CST.

Details of the Issue:

  • Issue Start Time: 7:43am CST
  • Duration: 6 hours
  • Affected Services:
    • Twilio IVR Inbound

What Happened:

The issue was caused by the message server switching to an IP address that was not included on the existing allowlist.  

Resolution Steps:

  • Diagnosis: CUSI quickly diagnosed the issue, identifying the issue.
  • Action Taken: CUSI implemented the following actions to resolve the issue:
    • The allowlist has since been updated, and connectivity has been restored.
  • Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

  • CUSI will continue to monitor the services closely to ensure stability.
  • If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

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