Monday, March 20, 2017

*** RESOLVED *** VoIP Inbound Call Issues


At 16:11 we were alerted to the loss of connectivity to our largest telephony provider which is currently affecting inbound calls.

We also lost outbound capability for around two minutes but then hit a capacity limit which further prevented outbound calls. This was addressed by 16:20 and outbound calls are now flowing fine.

Update: 16:35 - Inbound calls are still affected and we are awaiting a carrier update.

Our office phones although not operating on the customer facing telephony system are also affected, so please email at the present moment.

Update: 16:52 - It has been established that around 40% of our anticipated inbound calls are flowing as normal, although connectivity is still patchy at present.

Update: 16:58 - All calls have been restored to normal. Traffic levels are also returning to normal.
Further detail of the cause and remedy will be posted as soon as we have this to hand.

Update: 17:05 - We note that inbound calls are failing again, and are investigating as a matter of priority once again..

Update: 17:15 - We are thankfully in a position to confirm that all call routing is performing as normal and inbound and outbound calls are 100% completion rate and traffic is returning to normal.

I can only apologise for the disruption and an incident report will be dispatched to those affected tomorrow.

No comments: