NOTICE TIME ZONE Brisbane UTC +10
STATUS (Open/Closed) Closed
INCIDENT CAUSED BY A 3RD PARTY? Yes
IF YES, NAME OF 3RD PARTY Telcoinabox\Ivox
INCIDENT START DATE 2022-03-07
INCIDENT START TIME (HH:MM) 08:55
ESTIMATED TIME TO RESOLUTION ?
INCIDENT END DATE 20220307
INCIDENT END TIME (HH:MM) 11:21
INCIDENT TOTAL DURATION 2 Hours 26 Minutes
XCRM TICKET NUMBER Not Applicable
BRAND XVOICE
PRIORITY P1
CLIENTS AFFECTED All XVOICE customers on systems utilising the upstream carrier
DESCRIPTION OF INCIDENT Customers unable to receive or make any external calls. XSTRA unable to divert calls due to it being an upstream carrier issue.
EVENT TIMELINE
Monday 7th March 2022
08:55 XSTRA noticed numerous voice trunks to 1 of our upstream carriers went into a ‘unreachable’ state.
09:10 XSTRA confirmed it was not isolated to just 1 phone system but impact all with that same carrier
09:10 XSTRA initiated a call to the upstream carrier
09:30 XSTRA got through to a technician and they advised they are aware of an outage however they forwarded us through to the dedicated department
09:50 UPSTREAM CARRIER confirmed a hardware fault and that their engineers are further investigating. No ETR as of the moment. They will be issuing a notice shortly.
11:21 Marson from XSTRA confirmed that trunks were now registering with IVOX and tested some clients and they were working again for inbound calls
13:07 Recieved an email from IVOX explaining that the issue is now resolved. See below for details
RECOVERY & RESOLUTION See Root Cause below
ROOT CAUSE See link here:
CORRECTIVE & PREVENTATIVE MEASURES See PDF

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