Starts: 2010/03/08 00:01 Ends: 2010/03/08 01:00
At midnight on Sunday night/Monday morning we are performing some updates on our single/multi-user VoIP platform. We anticipate approximately 10 minutes of downtime. During this period, users will be unable to make or receive VoIP calls, and extensions may fail to register. Any calls in progress when the maintenance start will not be dropped.
The following VoIP services will not be affected by this maintenance:
- All trunks (SIP and IAX, inbound and outbound)
- Remote Call Forwarding
- Fax-to-Email
- Diverts on single/multi-user VoIP extension (extensions will not receive calls, but diverts will still function) - provided the divert is configured through our control panel
- Hosted Unified Comms
Please accept our apologies for any inconvenience this may cause, and if you have any questions, please contact our support team.
Update (00:48): This maintenance work has now completed, with full service restored at 00:40.
Some users who are connecting via our NAT proxy are seeing some registration issues. Our server admin team are working on this now and we will post an update as soon as possible.
We apologise for any problems this may be causing you
***Update 12:30***
Our system admin team have fully restored service and all of our NAT proxies are fully functioning. We again apologise for any problems this has caused.
We will be performing some further maintenance to one of our hosted unified comms nodes tonight from now until 23:30. This might cause a few minutes downtime whilst we failover the primary node. We will post here again when the maintenance work is completed
We apologise for any problems this might cause you, but would like to assure all users that any downtime will be kept to a minimum and in most cases wont even be noticed due to our clustered server setup.
Users of other hosted VoIP products including Centrex/multi user/SIP/IAX trunks will be unaffected.
***Update 22:50***
We have finished the maintenance ahead of schedule and our hosted unified comms platform is now running in full high availability. We apologise if anyone experienced a dropped call due to this.
Starts: 2010/02/09 22:00 Ends 2010/02/09 23:00
On the evening of Tuesday 9th February we are performing some maintenance on our VoIP NAT proxy cluster to improve its resilience to hardware and software failures.
We do not expect there to be any significant downtime during this work, however if you do experience problems making or receiving calls, we recommend you reboot your phone in the first instance.
We apologize for any inconvenience this work may cause you.
Update (Wednesday, 10:23): This maintenance was completed last night with minimal downtime, and the NAT proxy is functioning normally today.
Some users may be seeing problems making or receiving calls using the Unified Comms platform. Our system admin team are looking at this now and we will post any updates here.
We apologise for any problems caused by this
***Update 13:55***
The Unified Comms platform is now running at 100% We apologise again for any problems caused.
We are performing some routine maintenance on our Unified Comms Platform at around 22:00 this evening. This will cause a downtime of approximately 20 minutes, during this time calls may not be routed correctly.We will update here when the work is started and again when the work is completed.
Users of our hosted VoIP platform, and SIP/IAX trunk users will be unaffected by this maintenance.
***Update 22:00***
We are about to start the planned maintenance on schedule. The Unified Comms platform is now offline
***Update 22:12***
We have finished the maintenance a little early. Our Unified Comms platform is now back up and running in full High Availability mode.
We apologise for any inconvenience caused by this maintenance.
Some customers are seeing problems making and receiving calls using our IAX platform. Our server admin team are working on this now and we will update here as soon as possible.
SIP and centrex users are unaffected by this.
We apologise for any problems this is causing
***Update 14:00***
We have removed one of the IAX machines from the cluster and rebooted. We have now put this machine back into the cluster and tested. It is now handling calls as expected. We have opened an internal issue for both our VoIP development and sysadmin teams to investigate the cause so we may better protect against problems like this in future.
We apologise again for any problems this has caused you
Our network engineers are investigating an outage with our connectivity to Sovereign House, which may prevent customers from reaching our network and services, although we have not yet received indepdendent confirmation of this. We will keep this page updated as soon as further information is available.
Update 05:51 : This problem was first detected by our monitoring systems just after 4AM. We have confirmed that this is likely to cause VoIP registration issues for some customers. Our network engineers are working with our transit providers to restore connectivity. We are not able to provide an ETA for restoration of our link with Sovereign House at the moment. We apologise for any inconvenience this will be causing customers are are are working to ensure the link is restored by UK business hours.
Update: 06:14: We have opened an internal issue - 3108 for linking customer incidents where problems are proven to be related to this fault. Typical problems involve not being able to send or receive email, and phones not registering. You are still able to reach our web-site at www.gradwell.com
Update 06:50 - This issue appears to be resolved, however, we are awaiting an update from our network team to confirm the status of the resolution.
Update: This issue was resolved just before 07:00 and was related to one of our transit providers’ routers due to overnight maintenance. If you are experiencing any issues with phones this morning, please try to reboot them, many phones will not continually retry if there is a network issue. If problems persist, please contact our support team, who will be happy to advise.
We are currently experiencing an issue with our Unified Comms platform which is preventing registrations by SIP desktop phones and Softphones. This issue does not affect calls routed to mobile devices. We are currently working to resolve this issue as quickly as possible but do not have an ETA at this time for a fix. In the interim customers unable to receive calls may wish to update their call routing rules to send calls to a mobile device as these calls are unaffected. For more information on setting call routing on Hosted Unified Comms platform please see http://www.gradwell.com/support/howto/article/526
***Update 22:12***
If users are finding diverting calls difficult, we can divert to a PSTN of your choice if necessary. If you wish us to action this, please raise a ticket to support@gradwell.com with your Unified Comms telephone number and the PSTN number of your choice and we will make the changes for you.
We apologise for any problems caused by this and would like to assure all users we have our entire TCSA team working on this issue.
***UPDATE*** 22:54
We have restored service to the Unified Comms platform and all SIP phones should now be logged or logging back in. If you are still seeing any problems after a reboot has been performed, then please raise a support ticket to support@gradwell.com.
Again, we apologise for any problems caused.
Please be aware that we are currently seeing issues with IVR menu’s on our VoIP system. We are currently investigating the cause of this and hope to have the issue resolved as soon as possible.
We apologise for any inconvenience caused and will post further updates shortly.
UPDATE: 09:28 - This issue has now been cleared by our system admins and all IVR menus are now working again correctly.
