The issue was caused by a new version for the RealConnect for teams gateway that enhances the customer experience with new features. Unfortunately, the version introduced a side effect causing audio issues. This version was partially deployed when we discovered the side effects it introduced. The version deployment was halted, and the version was retracted immediately. The service from that point on was fully operational.

The root cause of the issue was identified in the code to be the improper handling of a message containing no value. The conditions under which this happens are now well understood and have been addressed in the code. Additional test cases are being added to prevent issues like this from escaping in the future.