| 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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