Between 6am and 9.30am IVR services were not receiving calls. Full service has now been restored and all services are back to normal.
The issue was with a faulty interconnect between our site and our telephony supplier. One of the routers failed this morning; as expected backup hardware took over without interruption. However there is a fault in the takeover software which failed to maintain the correct and current routes. It took time to locate as we had to organise a trace with our supplier in order to find where along the route the issue was occurring. Once the routes were restored manually, service resumed immediately.
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