VoIP Enrich

Posted: Tuesday, July 12th, 2011 at 09:49 by Jon Farmer

We are currently experiencing major issues on the VoIP Enrich platform. The issue is effecting both inbound and outbound calls. Engineers are on route.

Tags: VoIP

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8 Responses to “VoIP Enrich”

1. Jon Farmer says:

   July 12, 2011 at 10:20

   *** UPDATE ****

   Engineers are currently travelling to the data centre where the effected systems are located. ETA is 12:00.
2. Neil Watson says:

   July 12, 2011 at 12:13

   Our engineers have confirmed that they are approximately 6 miles away from the data centre but are currently being held up by traffic. They will be on site as soon as possible. Apologies for the delays and inconvenience caused.
3. Neil Watson says:

   July 12, 2011 at 14:02

   Engineers have now been on site for a short while and are attempting to recover the service. This work continues with remote support from our Telford HQ. Naturally we’re working to restore the service as soon as possible. Apologies for the problems.
4. Neil Watson says:

   July 12, 2011 at 14:40

   Our engineers have identified the issue and are currently implementing a tactical solution to the problem. This means that service is being returned to some customers as they are being moved over to alternative hardware, this process will take some time to complete however. We will continue to work to restore all services as soon as possible and wish to apologise to all affected customers.
5. Neil Watson says:

   July 12, 2011 at 15:15

   Our engineers have now confirmed that outbound calls are working for all users. We continue to work to restore the inbound service. It is anticipated that users will begin to work as they are moved over to alternative hardware and this will take some time to complete. We will continue to work to do this as a matter of urgency.
6. Neil Watson says:

   July 12, 2011 at 16:27

   We can now confirm that both inbound and outbound traffic are now operational. Customers that firewall their service may need to open ports for an alterntive IP for the media server, as this has had to be changed. The new details are:

   IP:87.127.234.39
   Ports: 10000-20000 UDP

   Again, apologies for the problems experienced, an incident report will be compiled over the coming days.
7. Jon Farmer says:

   July 12, 2011 at 18:35

   As this is new hardware you will need to login any extensions that are members of call queues. You will find instructions how to do this via your VoIP Enrich handbook found on the web portal.
8. Ryan Berrisford says:

   July 16, 2011 at 09:16

   An incident report for this issue is now available here.