Intrado Notifications
Monitoring - Due to the Coronavirus outbreak, World Health Organizations & Government Authorities have made recommendations for employees from certain countries globally to work from home in order to reduce the risk of the virus spreading; this is impacting more global locations with cases in many countries of APAC, EMEA & the Americas.

As a result, the public will be communicating via telephone on a more frequent basis and will increase the number of calls handled by telephone carriers across the globe.

Increased telephone traffic may cause congestion on carrier network(s) and result in users experiencing intermittent connection problems when attempting to connect to conference calls. Users may receive busy/engaged tones, dead air, or network messages. Voice packets may also be lost within congested networks in an effort to keep the call alive. Callers may also experience disconnections as networks become congested.

Intrado is closely monitoring service capacity levels in coordination with carrier partners.

At this time - one of Intrado's dial in number carriers has reported capacity is being reached by their in-country carrier partners. This is globally impacting as circumstances continue to change and more strain is applied to local carrier and internet networks.

The Intrado carriers are working with their in-country providers to assess requirements and upgrade where appropriate on a daily basis. This is considered to be a direct result of working from home patterns and travel restrictions currently in place and increasing across the world.

For those customers who utilise Call Me, as carrier updates are made to ensure connectivity, alternative originating telephone numbers may be presented. This is expected whilst call paths are being optimized.

The local exchange carrier (caller’s carrier) will also have increased call volumes and may experience temporary congestion problems; Intrado does not have control or ownership of local exchange carrier(s) network capacity and is solely managed by the local exchange carrier(s).

Impacted users are advised to connect to conferencing services outside of peak traffic times (on the hour and half hour) and to utilize VoIP or Video options where possible.
Mar 20, 10:15 CDT
Unified Communication Services (Conferencing) Operational
Cisco CCA - Cloud Connected Audio Operational
Cisco Direct Audio / Webex PSTN Operational
Integrated Audio (Dial-out and Audio Integration) Operational
InterCall Online Operational
Leaderview Operational
Operator Assisted Conferencing Operational
Reservationless-Plus Bridging - Region: Americas Operational
Reservationless-Plus Bridging - Region: APAC Operational
Reservationless-Plus Bridging - Region: Canada Operational
Reservationless-Plus Bridging - Region: EMEA Operational
Web Collaboration Tools Operational
Video Collaboration Tools Operational
UCaaS (Unified Communications as a Service) Operational
Agent Desktop Client (ADC) Operational
Carrier Outage Operational
Cisco Contact Center Enterprise (CCCE) Operational
Cloud Contact CE Operational
Cloud Contact Pro Operational
ControlMaxx Operational
Intrado Network Operational
Jabber Operational
VoiceMaxx Operational
VoiceMaxx CE Operational
Commercial / Utility Operational
Cloud Contact Center Operational
Inbound IVR Operational
Outbound Notifications Operational
Healthcare Operational
Campaign Central Operational
Engage Operational
HouseCalls Operational
RemindMe Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
West Maintenance Calendar Dec 31, 18:00 - May 31, 21:00 CDT
Https://teamup.com/ksbjwpgbayvv17iueu

Please use the above link to access the maintenance calendar.

PLEASE NOTE:

The calendar ONLY reflects scheduled events that may result in product downtime or impact to services during the maintenance window.

ResPlus Conference bridge maintenance is based on the bridge your traffic is assigned to. To determine your company's assigned bridge, please email GQN@west.com. We will respond with the bridge(s) specific to your account.
Posted on Oct 15, 10:01 CDT
HealthCare LMT HouseCalls/TLINK Platform Maintenance

Time:
22:00 CENTRAL TIME

Duration: 7 Hours

Region Impacted: Global

Impacted Service/Application

• HouseCalls
• TSync

Maintenance Details:

HealthCare LMT HouseCalls / TLINK Platform Maintenance

Impact/Customer Experience:

Minimal Impact is expected due to the timing of the maintenance window.

• Customers may receive an unhandled exception error if attempting to process a web request during the service move.

• During the actual maintenance, services will be moved from one disk cluster to a backup cluster to further mitigate any possible impact.

• As services are moved, active users could experience approximately 2 minutes of downtime. This will occur two times during the maintenance activity when traffic is moved from the primary to the backup, as well as when service is returned to the primary.

• The actual time of the moves could vary depending on the time necessary to complete.

Temporary Workaround:

Customers who receive exception errors should simply wait approximately 2 minutes and try again

Back Out Plan:
N/A
Posted on Apr 7, 16:28 CDT
HealthCare SWN HouseCalls/TLINK Platform Maintenance

Start Time: 11:00 PM US – ET / 10:00 PM CT US
Duration: 6 Hours

Region Impacted: Global

Impacted Service/Application
•HouseCalls
• LabCalls
• TSync

Maintenance Details:
HealthCare SWN HouseCalls / TLINK Platform Maintenance

Impact/Customer Experience:
Minimal Impact is expected due to the timing of the maintenance window.
• Customers may receive an unhandled exception error - if attempting to process a web request during the service move
• During the actual maintenance, services will be moved from one disk cluster to backup cluster to further mitigate any possible impact.
• As services are moved, active users could experience approximately 2 minutes of downtime. This will occur two times during the maintenance activity when traffic is moved from the primary to the backup, as well as when service is returned to the primary.
• The actual time of the moves could vary depending on the time necessary to complete, but below are the estimated windows barring any unforeseen issues.
o 1st Move Window – Approx. 1:15 AM CT – 1:45 AM CT (2:15AM ET - 2:45AM ET)
o 2nd Move Window – Approx. 2:45 AM CT – 3:15 AM CT (3:45AM ET - 4:15AM ET)

Temporary Workaround:
Customers who receive exception errors should simply wait approximately 2 minutes an try again

Back Out Plan:
N/A
Posted on Apr 7, 16:32 CDT
RTAWY0001023 - Network Maintenance - SWN01 Apr 18, 21:00 - Apr 19, 09:00 CDT
Network Maintenance in SWN01

Time:
21:00 CENTRAL TIME

Duration:
12 hours

Region Impacted:
[GLOBAL]

Impacted Service/Application:
SWN01 Network
• Internet (Network Connectivity to SWN01)
• CCAPI/ResAPI/Owner API
• Leaderview
• WebEx AIP
• Unified Meeting 5


Maintenance Details:
SWN01 SITE ROUTE OUT
Device Details (swn01-dcpe01-mls01 and swn01-dcpe01-mls02)

(other change orders to be executed during this maintenance window)
• CHG0085173 - Replace defective SUP engine of swn01-dcpe01-mls01 and swn01-dcpe01-mls02
• CHG0084012- The Number provisioning team will be processing carrier route
• CHG0081154 - SWN01 Route back

Impact/Customer Experience:

• Redundancy is in place and there will be a route away to other data centers to further mitigate customer impact. As with any route away, there is a small potential of experienced impact while traffic is moved to the secondary site.
• There is a possibility of interruption to network connectivity for any non-redundant devices. • There is a possibility of an extremely brief impact on service during the route away (impact could be delayed performance, split conferences, etc…) , however the procedures will be closely followed to mitigate issues.

Temporary Workaround:
N/A

Back Out Plan:

Revert back to the original database and the original location.
Posted on Apr 6, 21:31 CDT
Past Incidents
Apr 9, 2020

No incidents reported today.

Apr 8, 2020
Resolved - This issue has been resolved.
Apr 8, 15:34 CDT
Update - Intrado will be disconnecting conferences from Bridge 222. If your conference is on this Bridge and you are disconnected or experience a split conference, please dial back in. If you do not use Bridge 222, please disregard.
Apr 8, 14:25 CDT
Identified - Intrado is currently troubleshooting an issue where users are unable to connect to conferences on Bridge 222. If an attempt to dial in fails, please try the call again.
Apr 8, 13:11 CDT
Apr 7, 2020

No incidents reported.

Apr 6, 2020

No incidents reported.

Apr 5, 2020

No incidents reported.

Apr 4, 2020

No incidents reported.

Apr 3, 2020

No incidents reported.

Apr 2, 2020

No incidents reported.

Apr 1, 2020

No incidents reported.

Mar 31, 2020

No incidents reported.

Mar 30, 2020

No incidents reported.

Mar 29, 2020

No incidents reported.

Mar 28, 2020
Completed - The scheduled maintenance has been completed.
Mar 28, 11:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 28, 05:00 CDT
Scheduled - Emergency Database Upgrade - Unified Meeting

Time:
5:00 AM CT

Duration:
6 hours

Region Impacted:
GLOBAL

Impacted Service/Application:

• Unified Meeting
• Unified Meeting 5

Maintenance Details:

This is an application release/upgrade to the Unified Meeting infrastructure to support the UMX Production Release.

{This work is being performed with the 12 hour window of CHG0084184 5:00 am CT thru 5:00 PM CT}

Impact/Customer Experience:

- During this deployment it is expected to experience downtime for conference creation on Unified Meeting 5, RCM and Mobile Meet.
- The scheduled downtime will start at around 6:00 AM ET and will last 15 minutes.

Temporary Workaround:

N/A

Back Out Plan:

Code rollback to previous version
Mar 27, 14:47 CDT
Completed - The scheduled maintenance has been completed.
Mar 28, 05:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 27, 20:00 CDT
Scheduled - Time:
20:00 CT / 21:00 ET

Duration:
9 hours

Region Impacted:
North America

Impacted Service/Application:

Network (WNS)
(Circuit between Atlanta and San Antonio (ATL01 and SAT09))

Maintenance Details:

Emergency PCI to repair damaged cable


Impact/Customer Experience:

No Impact is Expected
_ This work is being performed and completed by the Carrier, so no impact is anticipated.
- This maintenance is being posted for transparency and also due to the possibility of latency.
- This connection is between ATL01 and SAT09 on the WNS ring which has multiple redundancies in place, so again no impact is expected.

Temporary Workaround:

None. This is carrier initiated.

Back Out Plan:

None. This is carrier initiated.
Mar 27, 13:12 CDT
Completed - The scheduled maintenance has been completed.
Mar 28, 05:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 27, 23:00 CDT
Scheduled - Traffic Migration to New Datacenter Space

Time:
23:00

Duration:
6 Hours

Region Impacted:
[GLOBAL]

Impacted Service/Application:

Network Circuits (MAXXIS MPLS)

Maintenance Details:

This maintenance will migrate a group of customers from the Palo Alto Datacenter to San Jose.

Impact/Customer Experience:

* This maintenance will address a specific list of clients which all have secondary paths .
* Traffic traversing the Palo Alto circuits could experience short periods of impact while the circuits are migrating. (Less than 30 seconds, all circuits have alternate paths)

Temporary Workaround:

N/A

Back Out Plan:

Customer will be moved back to their existing platform in the event of an issue that can’t be worked through in a timely manner.
Mar 20, 12:54 CDT
Mar 27, 2020
Completed - The scheduled maintenance has been completed.
Mar 27, 05:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 26, 20:01 CDT
Scheduled - Carrier Initiated Circuit Maintenance

Time:
20:00 CT / 21:00 ET

Duration:
9 hours

Region Impacted:
North America

Impacted Service/Application:

Network (WNS)
(Circuit between Atlanta and San Antonio (ATL01 and SAT09))

Maintenance Details:

Emergency PCI to repair damaged cable


Impact/Customer Experience:

No Impact is Expected
_ This work is being performed and completed by the Carrier, so no impact is anticipated.
- This maintenance is being posted for transparency and also due to the possibility of latency.
- This connection is between ATL01 and SAT09 on the WNS ring which has multiple redundancies in place, so again no impact is expected.

Temporary Workaround:

None. This is carrier initiated.

Back Out Plan:

None. This is carrier initiated.
Mar 26, 16:22 CDT
Completed - The scheduled maintenance has been completed.
Mar 27, 05:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 26, 22:00 CDT
Scheduled - Start Time: 3/26/2020 10:00 PM CT US
Expected End Time: 3/27/2020 05:00 AM CT US
Duration: 7 Hours

Region Impacted: Global

Impacted Service/Application

• HouseCalls
• TSync

Maintenance Details:

HealthCare SWN HouseCalls / TLINK Platform Maintenance

Impact/Customer Experience:

Minimal Impact is expected due to the timing of the maintenance window.

• Customers may receive an unhandled exception error if attempting to process a web request during the service move.

• During the actual maintenance, services will be moved from one disk cluster to a backup cluster to further mitigate any possible impact.

• As services are moved, active users could experience approximately 2 minutes of downtime. This will occur two times during the maintenance activity when traffic is moved from the primary to the backup, as well as when service is returned to the primary.

• The actual time of the moves could vary depending on the time necessary to complete.

Temporary Workaround:

Customers who receive exception errors should simply wait approximately 2 minutes and try again

Back Out Plan:
N/A
Mar 25, 21:14 CDT
Mar 26, 2020
Completed - The scheduled maintenance has been completed.
Mar 26, 05:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 25, 22:00 CDT
Scheduled - Start Time: 3/25/2020 10:00 PM CT US
Expected End Time: 3/26/2020 05:00 AM CT US
Duration: 7 Hours

Region Impacted: Global

Impacted Service/Application

• HouseCalls
• TSync

Maintenance Details:

HealthCare LMT HouseCalls / TLINK Platform Maintenance

Impact/Customer Experience:

Minimal Impact is expected due to the timing of the maintenance window.

• Customers may receive an unhandled exception error if attempting to process a web request during the service move.

• During the actual maintenance, services will be moved from one disk cluster to a backup cluster to further mitigate any possible impact.

• As services are moved, active users could experience approximately 2 minutes of downtime. This will occur two times during the maintenance activity when traffic is moved from the primary to the backup, as well as when service is returned to the primary.

• The actual time of the moves could vary depending on the time necessary to complete.

Temporary Workaround:

Customers who receive exception errors should simply wait approximately 2 minutes and try again

Back Out Plan:
N/A
Mar 25, 21:10 CDT