Intermittent Phone Issues

October 29, 2019 8:46 a.m.
Outage category: 
Telephone
Location: 
Fairfax Campus
Status: 
Closed
Resolved alert: 
10/16/2019 3:30 pm

Users at the Fairfax Campus were experiencing intermittent audio loss on phone calls or dropped phone calls.

Initial symptoms: 

A small sample of intermittent audio loss on phone calls or dropped calls started on October 11th at 10:00 a.m. This progressed to more the following days.

Duration: 
10/16/2019 1:21 pm - 10/16/2019 3:30 pm
Impact to Mason: 

Intermittent audio loss on phone calls or dropped phone calls.

Affected Services: 
Desktop Support, ITS Support Center, Telephone Services
ROOT CAUSE ANALYSIS
Cause: 

The Aquia Session Border Controller (SBC) needed to be rebooted.  This was discovered after a dropped audio call was able to be traced while still connected.

 

Resolution: 

The Aquia Session Border Controller (SBC) was rebooted and appeared to clear the issue.  The issue cleared by approx. at 6:30 p.m, October 17th.  Calls were monitored until an alert update was sent as all clear on October 21st at 11:45 a.m.

Prevention: 

Vendor will be monitoring Aquia SBC for any future issues.

STATISTICS