Phone Service


Phones

Current Issues

There are no current issues.

Incident History

Monday 17th August 2020

Phone Service: Teams Call Queue Dropping Calls - brumfield77

Operational

Start Date: 2020-08-17 19:59:00
Updates & Comments

Microsoft Teams service alert

Title: Some call queue agent users may experience intermittently dropped calls when answering a call queue call ID: TM220755

Impact: Major

Affected Applications: Teams Call Queues

Wednesday 29th July 2020

Phone Service: Telephone outages - mccoyb

Operational

Start Date: 2020-07-29 11:00:00
Updates & Comments

There were several calling scenarios that were failing due to the telephone systems not fully converging after the network outage. Each issue was identified and addressed by 4:00 pm on July 29.

Impact: Major

Affected Applications: Avaya, Skype for Business, and Teams

Friday 10th July 2020

Phone Service: Skype for Business remote connectivity currently down - mccoyb

Operational

Start Date: 2020-07-10 13:00:00
Updates & Comments

A network interface card has hardware failure on dialin.marshall.edu. This is an interface that allows remote Skype for Business users to answer call off-campus. Techs are actively working on replacing the hardware.

Impact: All remote Skype for Business clients that are not connected over the VPN.

Affected Applications: Skype for Business

Monday 1st June 2020

Phone Service: Poly VVX handset are failing to authenticate - mccoyb

Operational

Start Date: 2020-06-01 00:01:00
Updates & Comments

ITIC has received multiple tickets regards Poly VVX handset unable to sign in. We are currently investigating the cause.

Impact: Major

Affected Applications: Potentially all Poly VVX handsets, upon reregistration.

Friday 20th March 2020

Phone Service: RightFax - multiple issues including prin and, viewing faxes prior to yesterday - maynar12

Operational

Start Date: 2020-03-20 08:00:00
Updates & Comments

ITIC has received multiple reports of wide spread issues related to viewing and printing faxes from 3/19 and before.

Impact: All RightFax user

Affected Applications: RightFax

Thursday 19th March 2020

Phone Service: RightFax database migration and roll back - mccoyb

Operational

Start Date: 2020-03-19 19:45:00
Updates & Comments

ITIC worked with our vendor to migrate to a new database for the RightFax server. The migration was unsuccessful. We rolled back to the original database. Outages were between 7:45 pm and 8:20 pm then again at 10:10 pm and 10:20 pm. All services have been restored. Migration will be rescheduled.

Impact: All RightFax services

Affected Applications: RightFax

Phone Service: RightFax database migration and roll back - mccoyb

Operational

Start Date: 2020-03-19 17:45:00
Updates & Comments

ITIC worked with our vendor to migrate to a new database for the RightFax server. The migration was unsuccessful. We rolled back to the original database. Outages were between 7:45 pm and 8:20 pm then again at 10:10 pm and 10:20 pm. All services have been restored. Migration will be rescheduled.

Impact: All RightFax services.

Affected Applications: RightFax

Tuesday 28th January 2020

Phone Service: LyncEdge Node Network Failure - moore267

Operational

Start Date: 2020-01-28 17:00:00
Updates & Comments

At roughly 5:05 PM on 28Jan2020, one of the redundant Lync Edge boxes failed with a bad network card. The Systems team is working on replacing the card and getting this node into operational status.

Impact: This is a redundant node so there is another one to handle the traffic. The other node will handle the load while this one is down.

Affected Applications: This affects incoming Skype for Business communications from outside the network.

Friday 10th January 2020

Phone Service: RightFax Server DB Issues - maynar12

Operational

Start Date: 2020-01-10 07:30:00
Updates & Comments

The RightFax server is having a SQL database issue. Our technicians are working with OpenText to address the issue. All fax numbers on this server are impacted at the moment.

Impact: High

Affected Applications: Fax services

Thursday 5th December 2019

Phone Service: Skype for Business - Restart of Response Group services - mccoyb

Operational

Start Date: 2019-12-05 21:09:00
Updates & Comments

Skype for Business Response Group services were restarted in an attempt to resolve an issue delivering calls to available agents.

Impact: Due to redundancies, no calls should have been affected.

Affected Applications: Skype for Business Response Groups

Thursday 18th July 2019

Updates & Comments

ITIC received reports that calls to some users are failing to go to voice mail. Upon investigating, we discovered the scope of the issue is isolated to Skype for Business on-premises accounts that have Exchange Online homed voice mail.

Impact: Partial Outage

Affected Applications: Skype for Business on-premises accounts with Exchange Online voice mail boxes

Monday 15th July 2019

Phone Service: Analog lines served out of Drinko Library - appox half of main campus - mccoyb

Operational

Start Date: 2019-07-15 21:25:00
Updates & Comments

Due to a power outage, we lost connectivity to 4 of our Avaya G450's, thus losing analog service for approx. 1/2 of main campus. The outage began on 7/15 7:27 pm and service was restored by 7:32 pm.

Impact: Partial Outage

Affected Applications: Analog service across approx. 1/2 of campus, including elevator, fire, and security lines.

Sunday 21st April 2019

Phone Service: Skype for Business Security CU Installed - moore267

Operational

Start Date: 2019-04-21 11:40:00
Updates & Comments

The ITI Systems team has applied the March Security CU to our Sykpe for Business environment.

Changes to versions were: SfB Core Components updated to 6.0.9319.544 from 6.0.9319.537 XMPP Translating Gateway Proxy updated to 6.0.9319.516 from 6.0.9319.0 SfB Web Application updated to 6.0.9319.544 from 6.0.9319.537

Please report any issues to the service desk.

Impact: -----

Affected Applications: -----

Sunday 24th February 2019

Phone Service: Skype for Business Server 2015 CU 8 Install - burgess67

Operational

Start Date: 2019-02-24 07:30:00
Updates & Comments

The IT Infrastructure Systems team has successfully installed and updated our Skype for Business 2015 server environment with the January 2019 Skype for Business Cumulative Update 8. https://support.microsoft.com/en-us/help/3061064/updates-for-skype-for-business-server-2015 Due to the redundant nature of our SfB environment, service should not have been interrupted. Version changes are listed below:

Component New Ver. Previous Ver.

Core Components 6.0.9319.537 6.0.9319.534 Core Runtime 64-bit 6.0.9319.537 6.0.9319.534 Conferencing Server 6.0.9319.537 6.0.9319.534 Mediation Server 6.0.9319.537 6.0.9319.514 Response Group Service 6.0.9319.537 6.0.9319.534 Skype for Business Server 2015 6.0.9319.537 6.0.9319.534 Skype for Business Web Application 6.0.9319.537 6.0.9319.534

If any unexpected issues are discovered, please report them to the IT Service desk.

Impact: -----

Affected Applications: -----

Monday 28th January 2019

Phone Service: RightFax - Service outage - mccoyb

Operational

Start Date: 2019-01-28 11:25:00
Updates & Comments

The RightFax server locked up during a report query. Restarting the server resolved the issue.

Impact: Major

Affected Applications: RightFax platform.

Friday 28th December 2018

Phone Service: Telephone Outage - Lumos circuits in Chapmanville - mccoyb

Operational

Start Date: 2018-12-28 03:30:00
Updates & Comments

Tickets 130407 and 130409 were opened with Lumos around 11 am. There have been several updates throughout the day. Here is the latest: "Our vendor advised the tickets are related to an issue they have impacting multiple circuits. They have a CO tech and their NOC working to restore the services. The tech also advised he spoke with someone on site and they advised the office is closed until 1/2/19. We will send more updates as we get them."

Impact: All telephony services for the Marshall Health Chapmanville and Logan locations.

Affected Applications: All telephony services for the Marshall Health Chapmanville and Logan locations.

Wednesday 17th October 2018

Phone Service: Avaya Fax Service Joan Edwards Medical Center Oct 17th - mccoyb

Operational

Start Date: 2018-10-17 09:00:00
Updates & Comments

The IT Infrastructure Group began receiving notification of Avaya IPSI card issues. We were able to replace the IPSI card in the Avaya PBX to restore services . All services were fully restored by 4:45 pm. The root cause is expected to be a bad IPSI card.

Impact: All digital and analog services at the Joan Edwards Medical Center

Affected Applications: All fax machines and tie lines.

Wednesday 8th August 2018

Phone Service: Avaya Fax Service Joan Edwards Medical Center - mccoyb

Operational

Start Date: 2018-08-08 10:00:00
Updates & Comments

The IT Infrastructure Group began receiving reports of users unable to send or receive faxes in the medical center at 8:00 am. We were able to reseat the IPSI card in the Avaya PBX to restore services . All services were fully restored by 8:25 am. The root cause is still being determined.

Impact: All digital and analog services at the Joan Edwards Medical Center

Affected Applications: All fax machines and tie lines.

Monday 6th August 2018

Phone Service: Marshall Health and SoM Fax Issue - maynar12

Operational

Start Date: 2018-08-06 11:34:00
Updates & Comments

The IT Infrastructure Group began receiving reports of users unable to send or receive faxes in the medical center at 8:19 am. We were able to reseat the IPSI card in the Avaya PBX to restore services . All services were fully restored by 10:25 am. The root cause was an extended power loss on Aug 5th that activated an emergency power transfer procedure.

Impact: Fax and voice services at Marshall School of Medicine and Marshall Health

Affected Applications: Unified communications

Sunday 21st January 2018

Phone Service: Skype For Business Server 2015 CU 6 install - burgess67

Operational

Start Date: 2018-01-21 04:00:00
Updates & Comments

The IT Infrastructure Systems team has successfully installed and updated our Skype for Business 2015 server environment with the December 2018 Skype for Business Cumulative Update 6. https://support.microsoft.com/en-us/help/4036312/dec-2017-cumulative-update-for-skype-for-business-server-2015-front-en Due to the redundant nature of our SfB environment, service was not interrupted. Version changes are listed below:

Components Previous Version Updated Version

Core Components 6.0.9319.281 6.0.9319.510 Core Runtime 64-bit 6.0.9319.281 6.0.9319.510 Video Interop Server 6.0.9319.259 6.0.9319.510 Persistent Chat 6.0.9319.281 6.0.9319.510 Web Conferencing Server 6.0.9319.272 6.0.9319.510 Conferencing Server 6.0.9319.281 6.0.9319.503 SfB Server 2015 6.0.9319.281 6.0.9319.510 Web Components Server 6.0.9319.281 6.0.9319.510 SfB Web Application 6.0.9319.281 6.0.9319.510

If any unexpected issues are discovered, please report them to the IT Service desk.

Impact:

Affected Applications: