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Unexpected Service Disruption - Telephony Outage - Resolved.

Summary:

Between 6am and 9.30am IVR services were not receiving calls.  Full service has now been restored and all services are back to normal.

 

Detail:

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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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

  2. Posted

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