Vonage Carrier Issues
May 06, 2025 10:04 a.m.Outage category:
VoIP phone service
Location:
All US Mason campuses using the Vonage phone service - Those using AT&T to dial the Vonage phone line
Status:
Closed
Resolved alert:
04/02/2025 11:48 am
No AT&T customer could reach/dial our Vonage phone system on all campuses.
Initial symptoms:
Calls could not be received from AT&T callers
Duration:
04/02/2025 9:55 am - 04/02/2025 11:48 am
Impact to Mason:
No AT&T customer could reach any Mason department on the Vonage phone system.
Affected Services:
Telephone Services
ROOT CAUSE ANALYSIS
Cause:
A signaling configuration from the originating provider introduced an unexpected parameter into inbound call requests. This parameter affected call routing logic and led to intermittent failures.
Resolution:
A system-wide rule was implemented to strip the unnecessary parameter from inbound signaling across all session border controllers, ensuring correct call routing.
Prevention:
Develop a comprehensive independent test plan which covers all critical scenarios.
Procedural improvement implemented.
STATISTICS
Service Team:
ITS: Enterprise Collaboration-Telecom Team, Support Center