VONAGE LATENCY AND DEGRADATION

June 28, 2023 10:42 a.m.
Outage category: 
Telephone
Location: 
All users of Vonage Phone System
Status: 
Closed
Resolved alert: 
06/14/2023 8:00 am

Those already connected and installed with a Vonage App may have had intermittent connection issues..  Anyone attempting to download the app or login to the portal were unable to do so.  Phone service was unavailable or you were not able to download the app.

Initial symptoms: 

We were installing Hazel Hall for there phone system and we had too many calling in with issues installing the application. Went to the outage page of Vonage and found there to be an issue.

Duration: 
06/13/2023 3:30 pm - 06/14/2023 8:00 am
Impact to Mason: 

Phone calls were not able to be made or received by the Vonage softphone. (Internal calls were fine through MS Teams.)

Affected Services: 
Telephone Services
Other Affected Services: 
Off campus calling service through Vonage was unavailable.
ROOT CAUSE ANALYSIS
Cause: 

On June 13, 2023 at 18:50 UTC, Amazon Web Services (AWS) experienced a failure, which caused service disruptions. VBC Admin Portal, as well as inbound SMS/MMS were impacted by the outage, resulting in inbound messages not being delivered to some users.

Amazon Web Services outage impacted some Vonage VBC applications that are dependent upon those services.

Resolution: 

While the issue was due to AWS, Vonage was able to monitor and maintain services while we awaited Amazon’s mitigation efforts.

Prevention: 

Vonage will continue to monitor all third party providers for any issues impacting our services.

STATISTICS
Service Team: 
Telecom Admin, Office 365 Team, ITS Support Center, TSS Logistics