Monday, February 4, 2019 ESI's valued customers experienced significant audio quality issues. The issue has since been resolved however we want to provide an update on what happened. ESI attempted to upgrade the service associated with SIP trunks. We performed validation testing in preparation of the upgrade, which provided positive results leading us to proceed. Unfortunate an unforeseen issue occurred two days after the upgrade, affecting overall audio quality and in some cases presented one-way audio. We have already adjusted our testing model to accommodate for additional, more robust scenarios to prevent such service disruption from happening in the future.
We take our customer's communications needs seriously and know that it's important that you have reliable service. We apologize for any inconvenience to you and your customers.
If you are still experiencing service issues, please open a ticket with ESI Support using one of the methods below.