20240220 – Widespread Phone Call Quality Issues - PUBLIC

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	20240220
INCIDENT START TIME (HH:MM)	14:40
ESTIMATED TIME TO RESOLUTION	?
INCIDENT END DATE	20240221
INCIDENT END TIME (HH:MM)	13:55
INCIDENT TOTAL DURATION	24 Hours
XCRM TICKET NUMBER	Not Applicable
BRAND	XVOICE
PRIORITY	P1
CLIENTS AFFECTED	All Clients
DESCRIPTION OF INCIDENT	Upstream carrier is experiencing core network connectivity issues effecting all phone services and SIP end points
EVENT TIMELINE
	Tuesday 20th February 2024
15:02	XSTRA received some calls from clients about call issues. XSTRA ruled out anything internal that could be the cause. Still investigating with upstreams.
15:25	Confirmation recieved from upstream carrier that they have technical issues. Our AAPT upstream services are unaffected. Services to TIAB/Ivox are effected. Next update from TIAB/Ivox is: 16:00
15:29	Notice from TIAB/Ivox –
	Wednesday 21st February 2024
13:53	All phone services are back to normal
RECOVERY & RESOLUTION	Engineering have restored services by rerouting connectivity affecting these services.
ROOT CAUSE	Metaswitch issues at Symbio – TIAB/Ivox
CORRECTIVE & PREVENTATIVE MEASURES	Further work will be performed under an emergency CR at a later time to fully resolve the issue.

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