Resolved: VoIP Phones for the IT Help Center are currently unavailable

Incident Discovery Time: 08:00am on 05/30/2020
Time of Resolution: 11:43am on 05/30/2020
Services Impacted: Telephone Services

Description of Impact

VoIP phones for the IT Help Center were unavailable. On-campus phone lines were not affected. Full service has been restored.

Incident Description and Resolution

IS&T teams worked with the vendor to resolve the incident. The cause of this incident was determined to be an old certificate that was being looked at by access servers instead of the newer ones. The old certificate was cleared out of the system and all servers restarted. This restored full service.

Additional Information

People may need to restart their Jabber softphone application prior to logging back in.

If you continue to have issues, please contact the IT Help Center.

Previous Update

Incident Discovery Time: 08:00am on 05/30/2020

Services Impacted: Telephone Services - IT Help Center Support Line

Description of Impact

VoIP phones for the IT Help Center are currently unavailable.

Current Status

IS&T Teams continue to work with the vendor who has escalated the priority and pulled in more engineers to look at the individual servers involved in the service.

Next Update: 12:00pm

Previous Update

Incident Discovery Time: 08:00am on 05/30/2020

Services Impacted: Telephone Services - IT Help Center Support Line

Description of Impact

VoIP phones for the IT Help Center are currently unavailable.

Current Status

IS&T Teams continue to work with the vendor. Servers are being restarted in order to regain access.

Next Update: 11:00am

Previous Update

Incident Discovery Time: 08:00am on 05/30/2020

Services Impacted: Telephone Services - IT Help Center Support Line

Description of Impact

VoIP phones for the IT Help Center are currently unavailable.

Current Status

IS&T Teams are working with the vendor to resolve this issue.

Next Update: 10:00am

Previous Update

Incident Discovery Time: 08:00am on 05/30/2020

Services Impacted: Telephone Services - IT Help Center Support Line

Description of Impact

VoIP phones for the IT Help Center are currently unavailable.

Current Status

IS&T teams have not yet identified the cause of the incident, but are investigating.

Next Update: 09:00am