Posts Tagged ‘VoIP’

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.

  1. Jon Farmer says:

    *** UPDATE ****

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

  2. Neil Watson says:

    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:

    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:

    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:

    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:

    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:

    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:

    An incident report for this issue is now available here.

VoIP Enrich Call Setup Issues

Posted: Wednesday, July 6th, 2011 at 14:29 by Jon Farmer

We experienced a database problem that prevented customers making and receiving calls for around 20 minutes starting at 2pm. This issue is now resolved and engineers are monitoring the servers involved.

Please accept our apologies for any inconvenience caused.

Intermittent No Audio Issues on VoIP Enrich

Posted: Wednesday, November 10th, 2010 at 09:43 by Jon Farmer

We are currently seeing a small number of calls made through our VoIP Enrich platform suffering from a “No Audio” issue. We have identified the cause of this issue. The fix requires a restart of one of the servers and this will be performed out of main business hours this evening.

We apologise for any inconvenience this may cause you.

  1. Jon Farmer says:

    Due to a big increase in the number of calls that were being affected by these issues we took the decision to restart the server. This cut-off all calls that were in progress on this server. Since the restart we have not seen a re-occurrence of this issue. We will continue to monitor for the rest of the day.

VoIP Inbound Call Issues

Posted: Monday, October 18th, 2010 at 15:49 by Jon Farmer

We are currently experiencing issues with inbound calls from one of our suppliers. Callers to some of our numbers will be hearing a fast busy tone.

We are working with our supplier to fix the issue.

Please accept our apologies for any inconvenience you may be experiencing due to this issue.

  1. Jon Farmer says:

    This issue was resolved at 4:15pm. It was traced to a DNS issue.

Inbound Call Issues

Posted: Tuesday, April 20th, 2010 at 10:25 by Jon Farmer

We are experiencing issues with receiving calls to some of our telephone number from UK mobiles. Our engineers are currently investigating the cause of the issue. Calls from BT are terminating on our platform correctly.

  1. Jon Farmer says:

    This issue is now resolved. Please accept our apologies for any inconvenience caused.

Outbound VoIP Issues

Posted: Thursday, April 8th, 2010 at 11:40 by Marc Woolfenden

We are currently aware of an issue with outbound calls impacting our VoIP Easy Access and Express products, as such some customers may be experiencing intermittent drops on outbound calls.

Our engineers are investigating this issue and further updates will be provided as more information becomes availiable.

  1. Marc Woolfenden says:

    Our engineers have identified that the issue lies with one of our carriers. This has been raised to their attention and is currently in the process of being investigated.

    All outbound calls for affected products are now being routed via alternate carriers in order to minimise the impact on service until the issue is confirmed resolved.

    Further updates will be provided as information becomes availiable.

  2. Marc Woolfenden says:

    We have been advised by our carrier that this issue is still being investigated.

    Outbound calls continue to to be passed through alternative providers at this time and customers should see no impact to their service.

    Further updates will be provided as information becomes availiable.

Essential VoIP Maintenance 9th Feb 2010

Posted: Monday, February 8th, 2010 at 11:40 by Jon Farmer

We need to perform some essential maintenance on the main VoIP database. This is scheduled for 4am on 9th February 2010. During the hours of 4am and 5am you may not be able to make or receive calls. We will endeavour to keep the downtime to a minimum.

  1. Jon Farmer says:

    This work is now completed.

Outage: VoIP Incoming Calls

Posted: Monday, September 7th, 2009 at 13:32 by Jon Farmer

We are currently not receiving any incoming calls from one of our upstream suppliers.  We have advised them of this and enginners are working on the issue.

  1. Jon Farmer says:

    Our supplier has advised engineers are being despatched to the datacentre.

  2. Jon Farmer says:

    Incoming call service is now resumed. We apologize for any inconvenience this outage has caused.

VoIP Issues

Posted: Tuesday, April 21st, 2009 at 13:16 by Jon Farmer

We currently have issues with VoIP servers hosted in Interxion. This is affecting incoming calls and customers on our hosted platform. Engineers are working to restore the service.

  1. Jon Farmer says:

    We experienced a power outage in one of our racks. Power is now restored and incoming and hosted VoIP services are back up and running.