Students Staff

Telephone

February 18, 2017

Service failure

Filed under: Email, Office 365, Telephone, Wi-Fi, [Resolved], [Service Alert] — Bret Giddings @ 3:18 am

[Update: 16:35]

The remaining issues (Telephony and Conference Wi-fi) have been resolved and a full service restored.


 

[Update: 15:10]

We have staff working on and off campus. Some equipment that failed as a result of the power difficulties overnight is being switched out and once this has been completed, we’ll review the still outstanding issues and provide an update.


 

[Update: 12:00]

ListenAgain was returned to service at 11:45


 

[Update: 11:15]

All services are assessed as operating normally with the exception of:

  • Telephony: Incoming calls to the University can’t be answered (all campuses). Outgoing calls unaffected. For incoming calls, the call ID may be visible and you should be able to ring back.
  • Conference Wi-Fi service (EventEssex) is unavailable.
  • ListenAgain is unavailable.
  • There is a secondary issue unrelated to datacentre power affecting access to email using Outlook and on some mobile clients. However, it should be possible to access email using Webmail at https://email.essex.ac.uk.

Next update: 15:00


 

[Update: 0430]

The problems affecting the home directories are mostly fixed. They should all be fully returned to service by 05:00


 

One of the University Datacentres lost power earlier today (18 Feb 2017), we believe as a result of a faulty environmental censor.

This resulted in the loss of many central IT facilities. Staff were onsite by 00:30 and most services were restored by 02:00. Some are still not available and will be worked on in due course.

Known issues at present are:

Moodle unavailable

Some home directories unavailable.

More information will be posted in due course.

The University of Essex will moderate comments and there will be a delay before any posts appear.

December 14, 2016

[Service Alert] Planned maintenance of telephone system – replacing aging components – 19 December 2016

Filed under: Telephone, [Resolved], [Scheduled], [Service Alert] — Andy Tyne @ 6:04 pm

IT Services will be moving a number of analogue telephone extensions from an aging part of the system to new components. This will be carried out in 4 phases each starting on the hour from 09:00, 19 December 2016. The anticipated period of disruption for each phase is up to 2 hrs, however we expect  it to be less than this.

Each batch will affect a range of locations at the same time. We have contacted all those users our records will allow us to, however we expect that some will have been missed due to information changes we are not aware of. If during the work, you believe you have been affected please email telephones@essex.ac.uk or contact the IT Services Helpdesk – it.helpdesk@essex.ac.uk, extn 2345 (from another phone naturally!).

We are doing this work as the aging parts of the system are no longer supported by our system maintainer and to rationalise the system.

We apologise for any unanticipated disconnections and for the inevitable disruption this may cause.

Confirmation of completion of each phase will follow.

The University of Essex will moderate comments and there will be a delay before any posts appear.

October 25, 2016

[Resolved] Re: Problem with SIP telephones

Filed under: Telephone, [Resolved] — Andy Tyne @ 5:05 pm

Following a widespread power cut, several network devices were compromised by the power demands on re-connection. As and when a notification of a problem was received, IT Services colleagues re enabled the network equipment to allow the SIP phones and other devices to resume operation.

If you experience any other telephone related issues please go to:

http://www.essex.ac.uk/it/services/telephones/default.aspx

or email telephone@essex.ac.uk

Thank you for your patience with this problem.

 

The University of Essex will moderate comments and there will be a delay before any posts appear.

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.

The University of Essex will moderate comments and there will be a delay before any posts appear.

September 20, 2016

[Resolved] Scheduled maintenance on telephone system on Tuesday 20 September affecting all campuses

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 2:23 pm

The scheduled maintenance work has been completed. The residual dial tone problem has been resolved.

The University of Essex will moderate comments and there will be a delay before any posts appear.

 

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