Students Staff

Telephone

January 29, 2019

[Service Alert] Silent and dropped phone calls, SIP phone config problems 29/1/19

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 1:00 pm

Information Update 30 January 2019; 12:30:

The cause of the problem has been resolved. Any SIP phone still experiencing issues can be rebooted. Please refer to these instructions.

Information Update; 20:00:

Engineers have restarted a critical service on the system which should have resolved most if not all reported problems.

If there are continuing issues to do with speed dial settings, missed call data, directory changes, screen display updates please email telephones@essex.ac.uk.

IT Services will continue to monitor the situation.

Original Alert:

We have been receiving reports of SIP phone users experiencing a range of issues from dropped calls or silence when collecting a call to loss of configuration settings.

This has been reported to the system maintainer.

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

January 28, 2019

[Service Alert] Scheduled maintenance will temporarily prevent changes being made to the telephone system – 31 January 2019; 09:00 – 17:00

Filed under: Telephone, [Scheduled], [Service Alert] — Andy Tyne @ 1:30 pm

Original Alert:

We will be migrating the system administration tool to a new server, that will ensure our software support.

During this work we will only be able to make basic changes to extension number functionality e.g. dialing external numbers, swapping analogue extension number locations.

Complex tasks e.g. creating and emending groups, will be picked up the following day.

Please continue to make urgent requests to telephones@essex.ac.uk and we will respond as accurately as we can.

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

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

 

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

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

 

 

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

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,

 

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

 

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