| NOTICE TIME ZONE | Brisbane UTC +10 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT CAUSED BY A 3RD PARTY? | Yes |
| IF YES, NAME OF 3RD PARTY | AAPT |
| INCIDENT START DATE | 2023-06-02 |
| INCIDENT START TIME (HH:MM) | 12:10 |
| ESTIMATED TIME TO RESOLUTION | N/A |
| INCIDENT END DATE | 2023-06-02 |
| INCIDENT END TIME (HH:MM) | 14:00 |
| INCIDENT TOTAL DURATION | 1hr 50min |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XVOICE |
| PRIORITY | P1 |
| CLIENTS AFFECTED | All Clients |
| DESCRIPTION OF INCIDENT | All calls via CTS not working |
| EVENT TIMELINE | |
| Friday 2nd June 2023 | |
| 12:10 | XSTRA Monitoring indicates communication voice switch to upstream carriers voice platform has no connectivity |
| 12:15 | XSTRA XVOICE lead confirmed all network connectivity is correct on infrastructure |
| 12:20 | XSTRA redirected al outbound calls out alternative CTS |
| 12:21 | XSTRA logged fault with upstream carrier to further investigate |
| 13:00 | Upstream responding to ticket and advised they can see calls coming in requested we further investigate our configuration |
| 13:02 | XSTRA contact account manager to provide further assistance and request diverting all calls to 2nd CTS |
| 13:10 | XSTRA attended NextDC B1 to powercycle upstream carrier hardware |
| 13:45 | Upstream completed diverting calls to 2nd CTS |
| 14:00 | XSTRA performed test calls and confirmed they are being routed to 2nd CTS |
| RECOVERY & RESOLUTION | All calls to use new CTS in B2 |
| ROOT CAUSE | All calls not reaching CTS1 |
| CORRECTIVE & PREVENTATIVE MEASURES | Carrier implemented automatic failover to CTS2 |
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