Incident Discovery Time: 07:40am on 06/10/2023
Time of Resolution: 10:30am on 06/10/2023
Services Impacted: Mobile Services, Voicemail services
Description of Impact
There are ongoing issues with the voicemail servers, resulting in failed attempts to call voicemail or reach certain call centers. This problem is directly related to CHG2001255.
Incident Description and Resolution
Two issues were affecting service:
The first was that a setting that enabled encrypted traffic between Cisco Unified Communications Manager and Unity Connection had to be downgraded to a less secure setting to allow calls to connect between the two. TAC will continue to analyze traffic as to why this is failing.
The second was that a service account used to authenticate AD users to voicemail for the web inbox, administrator access, and softphone access was getting locked out. Earlier this morning we changed the password to that account to troubleshoot but a stored credential continued to lock the account. We updated all instances of the password and verified in Exabeam that the account is no longer locked. As a result, Cisco Directory Connector had to be disabled, which will result in a temporary inability to input new softphone users. CTS expects this impact to be minimal over the weekend. If you continue to have issues, please contact the
IT Help Center.
Previous Update
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Incident Discovery Time: 07:40am on 06/10/2023
Services Impacted: Mobile Services, Voicemail Services
Description of Impact
There are ongoing issues with the voicemail servers, resulting in failed attempts to call voicemail or reach certain call centers. This problem is directly related to CHG2001255.
Current Status
A workaround was put in place to revert a setting that was changed. – Calling into voicemail (3-9999) should now be functional. – CTS and the vendor are still investigating some minor issues including users unable to log into the web inbox again.
Next Update: 11:12am
Previous Update
–
Incident Discovery Time: 07:40am on 06/10/2023
Services Impacted: Mobile Services, Voicemail Services
Description of Impact
There are ongoing issues with the voicemail servers, resulting in failed attempts to call voicemail or reach certain call centers. This problem is directly related to CHG2001255.
Current Status
IS&T teams have identified the cause of the incident, and are actively collaborating with our vendor Aqueduct and Cisco TAC to investigate and resolve the issue.
Next Update: 09:10am
