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Unexpected service disruption affecting IVR services - Resolved (at risk)

 Update:

Thursday 22nd November 2018 12:28

 

We have received notification that since 20th Nov this issue was resolved with a temporary fix which will alleviate any capacity issues with a permanent fix being implemented in due course. However if any further issues are experienced then please submit details through to our helpdesk; helpdesk@encoded.co.uk

We appreciate your co-operation and understanding for any inconvenience this issue may have caused to your service.

 



  

Update:

Wednesday 14th November 2018 09:41

 

We have now received further update from our SIP providers carrier team who are working with BT to resolve this issue. The team are currently prepping a network change within the carrier network to try and further resolve this issue. We are currently awaiting a timeline and specific details on the change. As soon as we have more information we will be sure to update this news item.

 


 

Update:

Monday 12th November 2018 14:32

Since receiving notification from BT this this had been resolved we have once again received a number of reports that this issue has been experienced by some customers. We have been able to replicate this issue and sent our test results across to our SIP provider who are in direct conversation with BT regarding this.

As the previous work by BT did not completely remedy the problem we would please ask any customer affected to continue sending instances of this issue through to our helpdesk in the following format; the time of call, outbound number and caller presentation number. Once we have received further updates from BT's continued investigation we will be sure to update this news item.

 


 

Update:

Friday 09th November 2018 13:20

 

We have received notification that this issue has now been resolved. BT have today completed routing changes which will alleviate the capacity issues experienced last week by some customers. However if any further issues are experienced then please submit details through to our helpdesk; helpdesk@encoded.co.uk

We appreciate your co-operation and understanding for any inconvenience this issue may have caused to your service.

 


 

 Update:

Tuesday 06th November 2018 13:10

 

We have received  a number of reports that this issue is presenting once again which manifests as calls appearing as engaged or busy. Where as previously this was limited to a specific number range this does now appear to have expanded into other ranges.

We have identified that this issue does not rest within the Encoded network or our SIP provider rather the issue is with BT who are currently investigating a resolution. We expect an update from BT and we are continuing to send them examples of numbers and times affected.

If further instances of 'busy' calls are experienced today when calling any of Encoded's IVR services directly then please note; the time of call, outbound number and caller presentation number and log a ticket with our helpdesk so that we can submitted for further investigation.

 


 

 

Update:

Tuesday 30th October 2018 08:13

 

Following further tests this morning, this issue is now resolved pending further confirmation.

 We are still awaiting details on the investigation outcome form our SIP provider however we will continue to add to this news item when more information becomes available. 

If however further instances of 'busy' calls are experienced today when calling any of Encoded's IVR services directly then please note; the time of call, outbound number and caller presentation number and log a ticket with our helpdesk so that we can submit these to our SIP provider for further investigation.

We appreciate your co-operation and understanding for any inconvenience this may have caused to your service.


 

  

Update:

Monday 29th October 2018 15:00

 

Our SIP provider has acknowledged receipt of the intermittent connectivity issues that some of our customers are experiencing. We are currently awaiting diagnosis of the issue. 

We shall continue to update this news item as more information becomes available.


 

  

Time

Monday 29th October 2018 8:45am - ongoing.

 

Detail:

We are currently experiencing a call routing issue where callers are getting service unavailable intermittently.  It appears to be affecting some networks more than others, and appears to have deteriorated since this morning.

We have raised the issue with our telecom providers and are awaiting responses.

 

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. Bob Davies

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