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Unexpected service disruption affecting IVR calls - Restored (at risk)

 

Update (RESOLVED ): 08:42

Call quality is now back to the usual standard and all IVR services are now once again stable although at risk. An 'at risk' period is standard procedure after service disruption whilst services continue to be monitored . 

We believe that the root cause of the issue was due to an unexpected side affect of the planned firewall maintenance carried out last night. The hardware upgrade and server cycling caused connectivity issues between our master file server and our SIP server cluster leading to the QoS issues experienced this morning.

Our engineers reacted to this as soon as this was noticed and all links between the file server affected and the clustered SIP servers have been reconnected which has resolved the issue.

 

Our team will continue to investigate the issue in order to further improve procedure in the future. Apologies for any inconvenience caused.


 

Time: 

Thursday 28th June 2018 07:55


Detail:

 We're currently experiencing an issue with the network quality within our Colo2 Data Centre. This is currently affecting the audio quality of IVR services. Our technical team are currently working to rectify the root issue. Further updates will continue to be posted from our Helpdesk service.

We appreciate your co-operation and understanding for any inconvenience this may cause to your service. If you have any questions or remarks please log a ticket through the Helpdesk system. 


If you wish to inform us of any changes to your contact details, please notify us via the e-mail address:
info@encoded.co.uk

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  1. Frank Pocklington

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