Live Service Dashboard
All Systems Operational
Unified Communication Services (Conferencing) Operational
Integrated Audio (Dial-out and Audio Integration) Operational
Web Collaboration Tools Operational
Video Collaboration Tools Operational
Cisco CCA - Cloud Connected Audio Operational
Cisco Direct Audio / Webex PSTN Operational
Leaderview Operational
InterCall Online Operational
Reservationless-Plus Bridging - Region: Americas Operational
Reservationless-Plus Bridging - Region: EMEA Operational
Reservationless-Plus Bridging - Region: APAC Operational
Reservationless-Plus Bridging - Region: Canada Operational
Operator Assisted Conferencing Operational
UCaaS (Unified Communications as a Service) Operational
VoiceMaxx CE Operational
VoiceMaxx Operational
Jabber Operational
Agent Desktop Client (ADC) Operational
West Network Operational
Carrier Outage Operational
Cloud Contact CE Operational
Cloud Contact Pro Operational
ControlMaxx 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
Update - We will be undergoing scheduled maintenance during this time.
Oct 3, 10:06 CDT
Scheduled - Move All Gateway to Gateway Network Spaces (All Data Centers)

Time:
23:00 CT

Duration:
5 Hours

Region Impacted:
GLOBAL

Impacted Service/Application:

Network Services

Maintenance Details:
Move All GW2GW (Gateway to Gateway) network spaces in all DataCenter's to the V109 space for isolation.

The following network spaces will be moved to V109:
APAC -
DEN06 -
PHX01 -
SWN01 -
LON13 -
TOR03 -
TOR06 -
LOU01 -

Impact/Customer Experience:

* All clients who use GW2GW are at risk for a 6-10 second outage as each network space moved.( Normal PSTN traffic should not experience any impact.)
* The outage should produce a period of silence however connection should resume once the move is complete.
* There will be some communication issues between DC's while these are ongoing but once complete, communication will be normalized.


Temporary Workaround:

N/A - The 6-10 second outage/silence is unavoidable for calls in progress during the GW2GW move for that DataCenter.

Back Out Plan:

Move all network spaces back to V100
Sep 9, 13:31 CDT
Time
11:00 PM US – ET/ 10:00 PM CT
Duration
6 Hours
Region Impacted
Global

Impacted Service/Application
•HouseCalls
• LabCalls
• 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 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 Oct 3, 17:16 CDT
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 Oct 3, 17:14 CDT
***DATE CHANGE***
Maintenance moved from October 25th to November 8th

RTAWY0001011 – Full Route Away of Network Traffic to SWN01 – PE Router Upgrade
• CHG0068493 - SWN01 PE Router Upgrade (Data Center Traffic will be routed away for this maintenance)
• CHG0069668 – reseat of Supervisor engine
Time:
November 8, 2019
21:00 CT /22:00 ET

Duration:
12 Hours

Region Impacted:
GLOBAL

Impacted Service/Application:

SWN01
• Internet (Network Connectivity to SWN01)
• CCAPI
• Leaderview
• WebEx AIP
• Unified Meeting 5



Maintenance Details:
Network Maintenance - SWN01 PE Router Upgrade
(other change orders to be executed during this maintenance window:


No Expected Impact –
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
• There will be a route away of SWN01 for this maintenance prior to the start of this maintenance activity
• Any properly redundant servers should have zero impact during this maintenance process.
• Post-conference and Welcome emails may be delayed until the maintenance is over, but will get sent after the maintenance ends.

Temporary Workaround
N/A

Back Out Plan

Revert back to the original database and the original location.
Posted on Nov 8, 21:00 CST
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
Past Incidents
Oct 19, 2019

No incidents reported today.

Oct 18, 2019

No incidents reported.

Oct 17, 2019

No incidents reported.

Oct 16, 2019
Resolved - This incident has been resolved.
Oct 16, 20:37 CDT
Investigating - Intermittent disconnects and fast busy when attendees attempting to join conferences.
Oct 16, 14:30 CDT
Oct 15, 2019

No incidents reported.

Oct 14, 2019

No incidents reported.

Oct 13, 2019

No incidents reported.

Oct 12, 2019

No incidents reported.

Oct 11, 2019
Resolved - The affected support line option (option 1) is now operational.
Oct 11, 09:02 CDT
Identified - The issue with the affected support number has been identified, and a fix was applied.

888 728 0950 option 1 is now fully functional.

Intrado engineers are monitoring the systems and investigating cause.
Oct 11, 08:24 CDT
Investigating - Intrado engineers are currently investigating an issue with support number 888 728 0950 option 1.

Clients dialing this number will experience busy tones or dead air.
Oct 11, 08:16 CDT
Oct 10, 2019

No incidents reported.

Oct 9, 2019

No incidents reported.

Oct 8, 2019

No incidents reported.

Oct 7, 2019

No incidents reported.

Oct 6, 2019

No incidents reported.

Oct 5, 2019

No incidents reported.