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Mar 20 |
[IP Voice Services/Hosted Contact Centre] Service Alert 18th March 2014 - Update 4
Posted by David Croft on 20 March 2014 02:30 PM |
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This is an incident notification regarding IP Voice Services and Hosted Contact Centre. Date: Tuesday, 18th March 2014 Start time: 11:45 GMT End time: 14:21 GMT Services affected: IP Voice Services Hosted Contact Centre Impact: HIGH. Report: During this time there were issues with one-way audio on calls on both the IPVS and HCC platforms. On-net calls were not affected. A subset of calls to and from the PSTN via certain routes on the PSTN Gateway experienced one way speech or no media between 11:45 and 14:12. The issue with media failing to establish correctly on calls to/from the PSTN via certain routes on the PSTN Gateway was caused by a change to the PE routers by the 21CN Plan and Build team who had been asked to do some preparatory work (to reserve ports for another service i.e. not IP Exchange) ahead of a maintenance window. This change was reverted at 14:12 and service was returned to normal. The PSTN Gateway Team has the root cause under investigation to understand why this preparatory work was designated as non-service affecting. Timeline: 11:45 Test calls failed on Manchester 04 SBC 11:50 1st customer report of OWT received 11:55 3rd line engaged 12:00 Test calls indicated more SBCs affected, vendor engaged 12:01 Initial service alert sent to customers 12:08 Technical bridge call set up 12:38 Service alert update sent to customers 12:55 21C network team join technical bridge 13:35 PE routers identified as causing the issue 13:40 Notification of incident received from the PSTN Gateway Team 14:05 Service alert update sent to customers 14:12 Service restored 14:53 Notification received from the PSTN Gateway Team that issue was resolved and service had been restored to normal 15:07 Service alert all-clear sent to customers Regards, David Croft | |
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