20240305 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	20240305
INCIDENT START TIME (HH:MM)	09:40
ESTIMATED TIME TO RESOLUTION	?
INCIDENT END DATE	20240305
INCIDENT END TIME (HH:MM)	10:35
INCIDENT TOTAL DURATION	55 Minutes
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 5th March 2024
09:40	XSTRA identified a reduction in call quality
10:02	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: 11:00
10:31	XSTRA has performed test calls and quality has improved, Awaiting further update from upstream carrier
RECOVERY & RESOLUTION
ROOT CAUSE	Metaswitch issues at Symbio – TIAB/Ivox
CORRECTIVE & PREVENTATIVE MEASURES	XSTRA intends to migrate impacted customers to our AAPT service

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