Students Staff

Telephone

June 11, 2018

[Service Alert] Problems with SIP phones

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 10:12 am

Information Update, 10:55: The cause of the problem has been identified and a solution implemented. All affected phones should reboot automatically and return to operation.

If a SIP phone is still affected after 11:30 today (11 June 2018) please inform telephones@essex.ac.uk, stating:

  • the extension number
  • the ccsip number (written underneath)
  • the phone’s MAC address on the label behind the screen.
  • the location of the phone

A technician will make arrangements to attend to the phone.

Information Update, 10:50: The problem is affecting all extensions that use the hotdesk  / log in feature.

Please do not reboot or disconnect a phone as a precaution.

Original message, 10:15: A number of reports  have been made this morning of SIP phones not working properly following a reboot or power outage (causing a reboot).

The system maintainer has been contacted and IT Services are looking for a solution.

 

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

May 23, 2018

[Service Alert] Scheduled Telephone system firmware upgrade 12 June 2018 – 06:00 to 08:00

Filed under: Telephone, [Scheduled], [Service Alert] — Andy Tyne @ 6:14 pm

Information Update – 12 June 2018, 07:45: All systems have been updated and restarted. Testing has been completed, no errors reported. Maintenance engineers will continue to monitor performance of the system for the rest of the day.

Information Update: During the outage, all telephone services at all three of our campuses will be affected, including:

  • All inbound and outbound calls
  • Leaving and retrieving University voicemail from any location (internal and external)
  • Using lift emergency systems on the Colchester Campus only – explicitly not affecting The Quays and The Meadows accommodation.
  • Alarm auto dialler calls that use an internal number
  • All calls to the Nursery, Sports Centre, Information Centre and Nightline
  • All calls from student accommodation emergency phones to university extension numbers

External calls to and from Wivenhoe House, StudentCom users in student accommodation and payphones will be unaffected.

Emergency contact information will be posted near to all Accommodation emergency phones and any lifts that are taken out of service during this period.

During this time all emergency calls should be made to our security team on 07748 704529 or 01206 864634.

Original Alert: The telephone system software will be upgraded from 06:00 with disruption to services possible to 08:00.

All telephone services will be taken offline at 06:00. Telephone devices will resume operation in gradual phases depending on the core system they are connecting to. SIP phones will resume quickly (estimated 10-15 mins), analogue and Ergoline phones will take longer to restore (Southend – estimated 20-30 mins; Colchester – estimated 30 – 45 mins).

During the work access to voicemail will be unavailable.

This work will improve functionality of the overall system and is being planned to avoid disruption to Graduation and Clearing preparations.

We apologise for the relatively short notice and for any inconvenience this will cause.

If you have any enquiries please contact telephones@essex.ac.uk using the subject: Scheduled Telephone system firmware upgrade 12 June 2018

 

 

 

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

January 22, 2018

[Service Alert] Problems affecting Colchester telephone system

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 2:04 pm

Information Update: 23 January 2018, 09:30:

The problem was rectified yesterday evening.

Information Update: 16:30

The system maintainer has identified the cause of the problem and is taking steps to rectify it. This may take some time, however it is expected that normal operation should be resumed by tomorrow.

Original Alert: 14:00

A problem with the the Colchester campus telephone system is preventing some extensions making and receiving some internal calls and all external calls. The issue has been reported to our system maintainer.

It appears that all analogue extensions that are numbered 6580 or higher are affected by this.

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

December 15, 2017

[Service Alert] Scheduled maintenance work affecting access to voicemail services – 22 March 2018

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 5:14 pm

Information Update: 21 February 2018, 09:45:

A planning error means we published the wrong date for this work, it should have read 22 March 2018, between 06:00 and 08:00. The work will take place tomorrow.

Information Update: 28 February 2018, 15:15:

Due to the extreme weather conditions the improvement work has been postponed until 8 March 2018, between 06:00 and 08:00

Information Update: 21 February 2018, 09:30:

The improvement work has now been rescheduled for 1 March 2018 between 06:00 and 08:00.

During  the work there will be no access to any voicemail services including:

  • taking messages
  • reviewing messages
  • recording greetings
  • changing account settings

Information Update: 23 January 2018, 10:30:

The improvement work started out on 16 January 2018 was aborted due to a problem with the software, that was discovered post installation. This problem had not been encountered before and is with the software designers. A resolution is expected after which we will attempt to complete the work again.

Information Update: 16 January 2018, 08:30

Voicemail services have been restored.

Information Update: 16 January 2018, 08:00

The work on the Voicemail system started as planned. Part of the process was to migrate a huge database of user details and voicemail messages from the old server to the new server. As this was a one time only event that had to precede the planned works there was no way of knowing how long this element would take. Due to this unforeseen circumstance it is likely the Voicemail system will be off line for a period during office hours.

We apologise for the disruption and inconvenience this will cause.

A temporary message alerting callers and requesting they try again later has been set up.

Information Update: 11 January 2018, 17:45

The supplier problems have been resolved. The improvement works on the Voicemail Service will take place on Tuesday 16th January between 06:00 to 08:00

During  the work there will be no access to any voicemail services including:

  • taking messages
  • reviewing messages
  • recording greetings
  • changing account settings

Information Update: 3 January 2018, 15:30

Due to supplier problems this work has had to be postponed. Information on a revised schedule will be posted in due course.

Original Alert:

IT Services will be carrying out improvement works on the Voicemail Service on Thursday 4th January between 06:00 to 08:00.

During  the work there will be no access to any voicemail services including:

  • taking messages
  • reviewing messages
  • recording greetings
  • changing account settings
The University of Essex will moderate comments and there will be a delay before any posts appear.

November 24, 2017

[Service Alert] Problems affecting external calls including credit card payment machines

Filed under: Telephone, [Resolved], [Service Alert] — Alex ONeill @ 12:41 pm

Information Update: 5 December 13:00

All devices are now reconnected to the default service.

Information Update: 30 November 12:15

Virginmedia and our phone system maintainer have confirmed the primary service is now restored. IT Services are making test calls and will establish that device has a working connection before restoring all services to normal conditions.

Information Update: 29 November 15:00

Virginmedia continue to work on the primary problem with their infrastructure. IT Services have enabled a temporary recovery of services in: the Sports Centre, Event Essex, Student Services Centre – payments desk.

Information Update: 28 November 13:30

Virginmedia continue to work on the primary problem with their infrastructure. IT Services are working to re provision fixed line services that are in use elsewhere, as a temporary measure. It is hoped a temporary recovery of services can be achieved for the following areas by the end of the day: Sports Centre, Event Essex, Fusion.

Information Update: 27 November 14:20

Virginmedia have been attending to the problem at their exchange and onsite, however it remains unresolved and the cause is unclear. The recovery will be a process of changing components until it is fixed. Indications are there will be a possible delay of days rather than hours depending on availability of parts. IT Services are considering alternative arrangements for replacing this service.

Information Update: 25 November 20:20

Virginmedia have not been able to commission the replacement hardware due to an additional software problem. It is expected that the issue will be resolved on 27 November during the morning, when the specialist skills will be available.

Information Update: 25 November 07:30

Virginmedia have now identified faulty components and are expected to bring replacement parts to site at approximately 12:00 today.

Information Update: 24 November 20:30

Virginmedia engineers have been onsite since 19:00 and continue to investigate the problem which appears to be a configuration issue on their exchange.

Information Update: 24 November 16:45

Virginmedia engineers will be on site at 6:00pm this evening.

Information Update: 24 November 13:35

We have confirmed that this is a static problem rather than an intermittent one. Technicians are currently looking into the cause of the problem.

Original Alert: 24 November 12:37

Payments by credit card machines connected via an analogue telephone line are affected by an intermittent problem that prevents a connection to an external location.

The system maintainer has been contacted and is investigating possible causes.

More information to follow.

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

 

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