---
title: "Phone Calls Not Reaching AI"
description: "Resolved · affects Kea Phone Calls · May 12, 2026"
base_url: "https://status.kea.ai"
canonical: "https://status.kea.ai/events/report/1836"
homepage_url: "https://kea.ai"
contact_url: "mailto:support@kea.ai"
---

# Phone Calls Not Reaching AI

[Status](/.md) › [Events](/events.md) › Phone Calls Not Reaching AI

May 12, 2026 · 2 months ago · affects: Kea Phone Calls · 2 hours

## Updates

### + Resolved — May 12, 5:27 PM

The issue has been fully resolved. Our telephony provider's fix has been successful and all phone calls are now reaching our AI system normally. All services are operating as expected.

### x Monitoring — May 12, 4:40 PM

Our telephony provider has identified and rolled back the problematic deployment. They are seeing recovery in their systems. We are disabling automatic call forwarding to stores and monitoring to ensure calls are reaching our AI system normally.

### x Identified — May 12, 3:38 PM

We have identified the root cause as a degraded third-party telephony service. Our team is in contact with the service provider to resolve the issue. Calls continue to be forwarded to stores as a temporary workaround.

### x Investigating — May 12, 3:35 PM

We are currently investigating an issue where phone calls are not reaching our AI system. As a temporary measure, calls are being forwarded directly to stores. Our team is actively working to identify the root cause and restore normal service.

---

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