|NOTICE TIME ZONE
|Brisbane UTC +10
|INCIDENT CAUSED BY A 3RD PARTY?
|IF YES, NAME OF 3RD PARTY
|INCIDENT START DATE
|INCIDENT START TIME (HH:MM)
|ESTIMATED TIME TO RESOLUTION
|INCIDENT END DATE
|INCIDENT END TIME (HH:MM)
|INCIDENT TOTAL DURATION
|2 Hours 26 Minutes
|XCRM TICKET NUMBER
|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.
|Monday 7th March 2022
|XSTRA noticed numerous voice trunks to 1 of our upstream carriers went into a ‘unreachable’ state.
|XSTRA confirmed it was not isolated to just 1 phone system but impact all with that same carrier
|XSTRA initiated a call to the upstream carrier
|XSTRA got through to a technician and they advised they are aware of an outage however they forwarded us through to the dedicated department
|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.
|Marson from XSTRA confirmed that trunks were now registering with IVOX and tested some clients and they were working again for inbound calls
|Recieved an email from IVOX explaining that the issue is now resolved. See below for details
|RECOVERY & RESOLUTION
|See Root Cause below
| See link here:
|CORRECTIVE & PREVENTATIVE MEASURES
Last modified: Mar 11, 2022
Thanks for your feedback.