TELUS/GoCo - VoIP Phone/WebEx Ongoing Connection Issue
Incident
Report for ITS System
Resolved
Since the fix was deployed a week ago, no further incidents have been reported by VoIP clients, and multiple users have confirmed that the issue has not reoccurred. This incident will now be considered resolved.
Should you experience any further issues, please report them to voipsupport@utoronto.ca
Should you experience any further issues, please report them to voipsupport@utoronto.ca
Monitoring
A fix has been implemented and we are currently monitoring the results. Please continue to report any VoIP service issues to voipsupport@utoronto.ca.
Thank you,
Thank you,
Update
The networking team completed the backend routing adjustments this morning. Please ask your staff to reboot their Polycom VVX phones when they arrive so the changes can take effect.
If any issues persist, please continue to report them to voipsupport@utoronto.ca
Thanks,
If any issues persist, please continue to report them to voipsupport@utoronto.ca
Thanks,
Update
An emergency network maintenance window has been scheduled for tomorrow from 7:00 AM to 7:30 AM to reroute VoIP traffic through an alternate path in order to mitigate the ongoing VoIP connectivity issues at UTSG & UTM campuses.
All TELUS VoIP customers are requested to reboot their Polycom VVX phones upon arrival in the morning to ensure the changes are applied.
All TELUS VoIP customers are requested to reboot their Polycom VVX phones upon arrival in the morning to ensure the changes are applied.
Update
We are continuing to investigate this issue.
Investigating
We are currently investigating the issue in collaboration with the Networking team. Although the problem may appear to have been resolved, the root cause is still under investigation. Based on the outage patterns observed over the past few days, we anticipate that another service interruption may occur again until the underlying issue is fully identified and resolved.
Please continue to report any further issues to voipsupport@utoronto.ca. We apologize for any inconvenience and appreciate your patience as our team works diligently to get to the bottom of this unusual issue.
Please continue to report any further issues to voipsupport@utoronto.ca. We apologize for any inconvenience and appreciate your patience as our team works diligently to get to the bottom of this unusual issue.
Identified
We have received multiple reports of VoIP phones/WebEx losing connection around 9:45 AM for those who are working on campus. Remote VoIP phone users are not affected.
The errors displayed on the phone screen include:
• "URL calling is disabled"
• "Line: unregistered"
• "Service Unavailable" (when using the sign-in/sign-out key for CC agent phones)
Telecom team is actively investigating the problem with Networking Team and will provide updates on the system status as more information becomes available.
The errors displayed on the phone screen include:
• "URL calling is disabled"
• "Line: unregistered"
• "Service Unavailable" (when using the sign-in/sign-out key for CC agent phones)
Telecom team is actively investigating the problem with Networking Team and will provide updates on the system status as more information becomes available.
Monitoring
TELUS/GoCo VoIP phone connection issue appears to have been resolved. If you are still experiencing any issues, please reboot your phone.
The Telecom team will continue to monitor the situation. If you encounter any further problems, please report them to voipsupport@utoronto.ca
The Telecom team will continue to monitor the situation. If you encounter any further problems, please report them to voipsupport@utoronto.ca
Investigating
We have received multiple reports of VoIP phones/WebEx losing connection around 11AM.
The errors displayed on the phone screen include:
• "URL calling is disabled"
• "Line: unregistered"
• "Service Unavailable" (when using the sign-in/sign-out key for CC agent phones)
Telecom team is actively investigating the problem with the vendor and will provide updates on the system status as more information becomes available.
The errors displayed on the phone screen include:
• "URL calling is disabled"
• "Line: unregistered"
• "Service Unavailable" (when using the sign-in/sign-out key for CC agent phones)
Telecom team is actively investigating the problem with the vendor and will provide updates on the system status as more information becomes available.
This incident affected: Telecommunications (TELUS/GoCo VoIP – WebEx, TELUS/GoCo VoIP – Polycom Devices, TELUS/GoCo VoIP – Call Centre).