Students Staff

Telephone

November 29, 2018

[Service Alert] Problem affecting calls made from Loughton extns to local 0208 508 numbers

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 1:11 pm

Original Alert; 29 November 2018,12:30:

It has been reported that extension numbers 7300 – 7399 are unable to call any local STD number starting 0208 508. The problem has been reported to our trunk services provider (Gamma) who are investigating the problem.

We are keen to gather any information from Loughton users who have experienced this problem; we need to establish when it is thought the problem first started and the numbers that users have tried unsuccessfully to contact.

Please email telephones@essex.ac.uk using the subject line “Calls to 0208 508 numbers 20181129”. Thanks

 

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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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September 14, 2018

[Service Alert] Problem affecting multiple analogue telephone extensions.

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 6:35 pm

Original Alert, 14 September 2018: approx 250 extensions have been affected by what appears to be a component failure. The system maintainer has been informed; we expect an engineer to attend to site on Monday 17 September 2018.

Affected extensions will get a continuous tone which indicates Number Unobtainable.

A list of all affected extensions is available from Telephones@essex.ac.uk and IT helpdesk

Information Update, 17 September 2018: The faulty component was replaced over the weekend. Testing this morning has confirmed that all extensions are expected to be working normally,

 

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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.

 

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May 23, 2018

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

Filed under: Telephone, [Resolved], [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

 

 

 

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