Call Pilot Voice Mail System Issues

April 08, 2021 3:40 p.m.
Outage category: 
Telephone
Location: 
All users of the Mason Phone System
Status: 
Closed
Resolved alert: 
04/07/2021 9:12 am

All Mason phone users attempting to utilize Call Pilot – accessing, setting up or updating. They were unable to connect to Call Pilot service.

Initial symptoms: 

Trouble tickets were sent to Telecom from several users. Telecom tested and noticed that it was not a one off situation but university wide.

Duration: 
04/05/2021 2:30 pm - 04/07/2021 9:12 am
Impact to Mason: 

Only affected those needed to access the Call Pilot feature. They could not update or reach the service.

Affected Services: 
Telephone Services
ROOT CAUSE ANALYSIS
Cause: 

The file directory where event logs are stored was filled, thus preventing additional log entries or changes to the system..

Resolution: 

Clearing the logs should have fixed the system, but it required a reboot. Enterprise Collaboration had to wait until after 5:00 pm to reboot.

Prevention: 

Monitoring of system is in place to prevent continued issues. Enterprise Collaboration will work with the vendor to reduce risk of issue recurring.

STATISTICS
Service Team: 
Enterprise Collaboration/Telecom Admin