Voice Mail Issues

Call Pilot Voice Mail Issues
Outage category: 
Telephone
Location: 
All campuses
Status: 
Closed
Resolved alert: 
06/20/2019 4:30 pm

Voice Mail system not playing any prompts, greetings or messages. Callers to Call Centers fronted by voice mail do not hear prompts.

Initial symptoms: 

Users would not hear the voice mail greeting prompt or be able to log in to check voice mail messages. Callers to call centers using Call pilot were not hearing prompts for that call center.

Duration: 
06/20/2019 2:00 pm - 06/20/2019 4:30 pm
Impact to Mason: 

Callers to Call Centers did not hear any voice mail prompts; Mason employees could access their mailboxes but heard no system prompts or messages and callers could not leave voice mail messages.

Affected Services: 
Telephone & Voice Mail Services
ROOT CAUSE ANALYSIS
Cause: 

Gateway 64 1 was having issues. There are Voice ports and IVR ports configured on this Gateway which explains the silence.

Resolution: 

During the troubleshooting process Carousel tried restarting Callpilot A and running configuration wizard to re-flash the DSP’s on the dialogic boards but none of that helped. It was decided to switch from Callpilot A over to Callpilot B.

When Callpilot B came into service testing confirms that the Callpilot auto attendant, the Callpilot CDN for voice mail and the AACC IVR ports were now working.

The Callpilot A logs do not reveal any indication of there being any issue at the time of the event.

Prevention: 

Working with vendor to determine a way to prevent further such issues.

STATISTICS
Service Team: 
Telecom Admin