We have received reports of some users encountering a "Max Lines Reached" message in Conquer Voice when no calls are active. Affected users may be unable to place or connect calls, unable to end or disposition calls they appear to be on, and may see calls drop or fail to ring. Our teams are actively investigating. There is no workaround at this time. We will update as more information becomes available.
UPDATE 6:05 AM PT: Our engineering team has been notified and is actively investigating. We will provide further updates as more information becomes available.
UPDATE 9:32 AM PT: Our engineering team has narrowed down the source of the issue, and we are no longer seeing widespread impact. As a recommended step, affected users can clear their browser cache and reload the softphone. Our support team is clearing any remaining sessions that are still showing the "Max Lines Reached" error. Some users may continue to experience lightly degraded service until full resolution is confirmed. We will continue to monitor and provide updates.
UPDATE 4:00 PM PT: Conquer Engineering continues to actively monitor the Voice service while investigating the remaining reports of intermittent service degradation. Although service has improved, we are continuing to validate platform stability and monitor the environment closely.
intermittent rather than a continuous outage, and many calls completed normally throughout the period.
We understand how disruptive any calling interruption is to your teams, and we sincerely apologize for the impact. This document explains what happened, how we responded, and the steps we are taking to prevent it from happening again.
● Who was affected: A subset of users across multiple clients experienced intermittent issues, most often calls that were slow to connect (delays of roughly 30–60 seconds before ringing) and, in some cases, calls that failed or dropped. Impact was most noticeable during peak calling periods.
● When: Intermittent across June 24–26, with the most significant impact on June 24 and June 26.
● Not affected: No customer data was lost, exposed, or compromised. Stored data and call records were not impacted.
All times Eastern Time (ET).
Wed, Jun 24: AM Detected elevated connection issues (~8:51 AM ET) and engaged Engineering. Identified and corrected a configuration issue on newly deployed voice infrastructure by late morning.
Wed, Jun 24: Midday Identified intermittent performance problems originating with an upstream telephony carrier as a separate contributing factor; began mitigation and monitoring.
Thu, Jun 25: Continued diagnostics; developed and tested resilience improvements to the calling application.
Fri, Jun 26: Deployed a resilience update; adjusted call routing and prepared an additional backup carrier path; posted a status notice to the Conquer Support Portal; formally escalated with the upstream carrier.
Sat–Sun, Jun 27–28 Monitored continuously and provided additional diagnostic data to the carrier.
Mon–Tue, Jun 29–Jul 1 Continued working with the carrier toward full root-cause resolution.
What Happened
The disruption stemmed from two separate factors that overlapped during the week:
● A configuration issue on newly deployed voice infrastructure. This affected some connections on the morning of June 24 and was identified and corrected the same morning.
● Intermittent performance problems with an upstream telephony carrier. A network condition upstream of Conquer's environment caused some calls to take longer than normal to connect. We identified this, applied mitigations to reduce customer impact, and are continuing to work directly with the carrier to fully resolve the underlying condition.
● Corrected the configuration issue on June 24.
● Deployed resilience improvements to the calling application so it handles brief upstream slowdowns more gracefully.
● Adjusted call routing to reduce reliance on the affected path and prepared an additional backup carrier for redundancy.
● Formally escalated with the upstream carrier and provided detailed call data to support their investigation.
● Increased monitoring with heightened on-call coverage.
Service has stabilized. We are continuing to work with our upstream carrier to confirm and fully resolve the underlying network condition, and we are actively monitoring in the meantime. We will update affected customers as that work concludes.
● Carrier redundancy & faster failover: Adding an additional carrier path and strengthening our ability to shift traffic quickly if a carrier degrades.
● Earlier detection: Expanded monitoring and alerting focused specifically on call-connection performance, so we detect and act before customers are affected.
● Application resilience: Ongoing improvements so that brief upstream issues cause less customer-visible disruption.
The reliability of Conquer Voice is our highest priority, and this disruption fell short of the standard we hold ourselves to. The measures above are already underway. If you have any questions or would like to discuss the impact to your team, please reach out to your Customer Success Manager or Conquer Support, and we will be glad to help.
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