Students Staff

October 18, 2016

[Service Alert] Problem with SIP telephones

Filed under: Telephone, [Resolved], [Service Alert], [Unresolved] — Andy Tyne @ 9:43 am

Thursday 20 October 2016:

Information Update, 13:35: The remedial works carried out yesterday has restored most SIP phones that were affected. If any are not restored, please report  to telephones@essex.ac.uk including the following information:

  • the ccsip number either written or on a label on the underside of the phone
  • the MAC address number – starts 0060 on a label behind the screen

Wednesday 19 October 2016:

Information Update, 15:45: Some phones are now restored, we expect most or all of the rest to be back on line tomorrow. Please report to telephones@essex.ac.uk any that do not restore or remain in a blank screen state.

Information Update, 14:00: Further data received by IT Services on other network systems leads us to believe that damage has not been caused to the phones and a replacement programme can be avoided.  This data is enabling us to identify the specific network equipment that needs remedial attention. A further announcement on this will be made at 16:00.

Information Update, 10:15: At least 18 phones reported and more are expected. It is likely that some phones will not be restored until the early part of week commencing 24 October 2016.

Information Update, 0940: There are at least 13 SIP phones that are reported to be malfunctioning. The plan is to replace each one as this is the quickest method of dealing with it, however, due to the various reported symptoms it requires we visit each location first and may take up to one hour to deal with each handset.

Tuesday 18 October 2016:

Information Update; 15:00: Some SIP phones have lost configuration as a result of this mornings major power outage. We need to systematically replace each one. Please let telephones@essex.ac.uk  know the extension number of any phone affected and we will be in touch.

Information Update, 11:30: Following the server reboot SIP phones may need to be rebooted. Instructions to do this can be found at the Telephone Services web pages, at the end of this document – http://www.essex.ac.uk/it/docs/telephones/sip-phone-features.pdf

Information Update, 10:55: The network connectivity issues that prevented SIP phones from working have been resolved and a reboot of the SIP phone system server is required. This will happen at 11:15.

Original Post, 09:45: Following widespread power disruption this morning at around 06:30 SIP telephones and other areas of the university network appear to be affected. Many phones are failing to reboot. IT Services are in contact with our maintenance providers and working on a resolution.

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