Students Staff

November 14, 2018

[Service Alert] Silent calls experienced on some SIP phones

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 10:36 am

Information Update; 15 November 2018:

We have identified a probable cause for the reported problems and remedial action has been taken.

We will continue to monitor the situation, if further incidents occur please send the details as described above .

Original Alert; 14 November 2018:

We are receiving intermittent and random reports from different SIP phone users that for some answered calls there is silence instead of the callers voice, however it becomes clear the caller is able to hear the SIP phone user’s voice.

The problem has been reported to our system maintainer and trunk services provider who are actively looking into the problem. IT Services colleagues are also monitoring relevant systems and and infrastructure.

We would like to gather data on the incidence of these events to help identify the cause and ask for the following details:

  • Date and time
  • Caller’s number – this will be shown on the display screen and available by pressing Menu > 2 (Call History) > 2 (Received Calls)

Please send any reports to telephones@essex.ac.uk using the subject line: 20181114 SIP phone silent caller issue

 

 

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