| 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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