DATE: 01-25-2012
EVENT START TIME: approx 0830h PST
DURATION: Intermittent, currently ongoing
SERVICES/EQUIPMENT: Inbound call failure on some numbers, sound quality problems on inbound calls
TYPE OF EVENT: Origination switch offline
IMPACT OF EVENT: Inbound calls to some numbers fail, sound quality is poor when calls do connect
Event Description:
One of our origination partners has again experienced a major network or hardware failure this morning.
This results in either inbound calls not being able to reach our own equipment (and then through to you), or poor sound quality when the calls are completed.
It is unfortunately not possible to provide inbound redundancy on individual numbers, or we would be doing so. Each number is allocated to a specific physical switch at the 'top tier' provider. In this case, our 'top tier' provider is the one having these issues, so we cannot route around them.
Toll-free numbers and numbers not originating through this provider continue to operate normally, as we use multiple inbound sources of origination, where possible. We recommend that your own clients try reaching you through your toll-free number at this time, if you have one with us.
All outbound calling is also proceeding normally, as we use multiple outbound termination partners in order to provide outbound redundancy.
We completely understand the severity of the impact this has on our clients. This provider has failed us several times recently, and we are already in the process of moving away from them. They previously had a near-perfect track record, but we are displeased with the services they have been providing as of late, and the way in which they have handled themselves in the face of these issues.
We will update you as the situation progresses towards a resolution.