Students Staff

Telephone

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 – 1 March 2018

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

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.

October 9, 2017

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

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 1:03 pm

Information Update: 11 October 2017, 14:45

The problem affecting use of credit card readers has been resolved.

We apologise for the inconvenience caused.

Information Update: 10 October 2017, 12:30

Services have been restored to the point where credit card payments can be made from appropriate devices. A scheduled restart of the telephone system is required to restore full functionality. The date for this is to be confirmed.

Information Update: 10 October 2017, 11:00

Tests suggest that credit card devices should be able to make outbound calls. However inbound calls used by systems that interrogate building management systems may will still be affected.

Desk phones, faxes or lift alarm systems are not affected by this disruption.

Information Update: 10 October 2017, 10:30

Replacement parts have been sourced and replaced. Services should return to normal within the next 15 – 20 minutes.

Information Update: 10 October 2017, 10:00

Virginmedia engineers have been to site and have left to source a replacement power supply locally. If if this cannot be delivered within an hour then a secondary option is being explored. This option will take several hours to implement as engineers will be working on live electrical equipment.

We expect the services used by credit card readers to be returned at sometime today

Information Update: 14:45

Virginmedia need to send an engineer to site the earliest this can be arranged is tomorrow morning (10 October 2017).

Information Update: 13:30

The cause of the problem has been identified as within the trunk services provider’s system.  Virginmedia have been contacted.

Original Alert: 09 October 13:05

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.

September 29, 2017

[Service Alert] Problem dialling into Loughton campus from external locations

Filed under: Telephone, [Resolved], [Service Alert] — Andy Tyne @ 11:42 am

Information update: 13:30

The problem has been resolved

Original alert: 11:45

Due an error made by our service provider the external connection in and out of Loughton campus was terminated at some time during the afternoon or evening of 28 September 2017.

All calls in to the main number 0208 508 5983 or any of the local extensions at Loughton using the prefix 0208 418, currently end with the message: ” You have dialed an incorrect number”.

The resilience setting for scenarios like this is to route out bound calls from Loughton campus via the Colchester connection.

This is now in effect and all outbound calls from Loughton give the caller display 3333.

The service provider is working to reverse this error as a matter of highest urgency with an anticipated resolution later today.

Updates will follow this message.

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

 

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