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.

All 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. Intrado is satisfied with the works applied by our carrier partners and assures it's clients that our platforms and carrier networks are stable with no thresholds being reached.

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.
May 26, 10:30 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
Web Services 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
Past Incidents
Jun 7, 2020

No incidents reported today.

Jun 6, 2020
Completed - The scheduled maintenance has been completed.
Jun 6, 04:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 5, 23:00 CDT
Scheduled - Firewall Migration - DMZ- SWN01

Time:
11:01 PM CT

Duration:
5 hours

Region Impacted:
GLOBAL

Impacted Service/Application:

SWN01 Internet - Network

Maintenance Details:

This CHG is to migrate Internet firewalls to the new Cisco 9300 FTDs.

Impact/Customer Experience:

All the BUs using the DMZs(980,981,380,381) in SWN01 will be impacted by this change.
• There will be downtime during this maintenance (5-15mins in duration)
• Services on any of the subnets in this maintenance are at risk of experiencing impact (inbound and outbound traffic)

Temporary Workaround:

N/A

Back Out Plan:

N/A
Jun 2, 16:39 CDT
Jun 5, 2020
Resolved - Intrado has confirmed from its carrier partners that the major cyclone in Mumbai/West India did not impact any of our services.

This notice is now considered resolved.
Jun 5, 02:42 CDT
Update - Intrado's carrier partners reported no impact to their services at this time. They are actively monitoring.

Intrado will continue to coordinate with its carrier partner for further updates.

Users in the Mumbai region or West India are encouraged to utilize alternate connectivity methods should issues arise.
Jun 4, 08:16 CDT
Monitoring - India's Meteorological Department has announced that a major cyclone is expected to hit Mumbai today, June 3rd, 2020. According to reports, the strength of the super typhoon may cause damage to communication, electricity and other major infrastructures.

Intrado has pro-actively reached out to its carrier partners to provide us with regular updates on possible impact to their services.

Should telecoms/electrical infrastructures be affected, users may experience quality issues such as connectivity and audio quality when calling to and from Mumbai or other coastal regions in West India.

Users are advised to utilize the following alternate methods if applicable:

- Alternate dial in numbers
- Call Me/Dial out
- VoIP

Intrado will update this notification as soon as major updates become available.
Jun 4, 08:15 CDT
Jun 4, 2020
Jun 3, 2020

No incidents reported.

Jun 2, 2020
Resolved - This issue has been resolved. iOS users of MobileMeet will need to update their app. If auto-update is enabled, this should occur automatically. Otherwise, it will need to be downloaded from the iOS app store.
Jun 2, 08:17 CDT
Update - Impact is limited to the iOS platform. Intrado teams are continuing to research the issue with the iOS Mobile Meet application. Next update is expected in 24 hours.
Jun 1, 11:03 CDT
Update - We are continuing to work on a fix for this issue.
Jun 1, 09:00 CDT
Identified - Users of Res+ cannot connect to SmartMeet via the Mobile Meet client to start or join meetings. There is no impact to any other users.
Jun 1, 08:04 CDT
Jun 1, 2020
May 31, 2020

No incidents reported.

May 30, 2020

No incidents reported.

May 29, 2020
Completed - The scheduled maintenance has been completed.
May 29, 05:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 28, 22:00 CDT
Scheduled - HealthCare SWN HouseCalls/TLINK Platform Maintenance
**This will include windows updates to the HouseCalls platform and the T.LINK platform


Time:
22:00 CENTRAL TIME

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
May 20, 16:08 CDT
May 28, 2020
Completed - The scheduled maintenance has been completed.
May 28, 05:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 27, 22:00 CDT
Scheduled - HealthCare LMT HouseCalls/TLINK Platform Maintenance
**This will include windows updates to the HouseCalls platform and the T.LINK platform


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
May 20, 16:06 CDT
May 27, 2020
Resolved - This incident has been resolved.
May 27, 11:06 CDT
Monitoring - A carrier routing change has been applied. Subsequent testing has validated successful calls with good call quality and no loss of audio.

Intrado has placed this Incident in a monitoring state. Incident will be closed in 24 hours should no further impact be observed.
May 26, 11:38 CDT
Investigating - Intrado has received reports of loss of audio after 10 minutes in to a conference followed by an audio loop where previous audio from the same meeting is playing back in to the meeting.

Impact, based on current reports, is limited to CCA-SP conferences where the 'Call Me' feature is used to connect attendees from Germany via the telephone. This has not been reported for lines which have dialled in to the conference or from any other country at this time.

Intrado engineers and carrier teams are engaged and fully investigating this issue as a priority.

Impacted callers are advised to hang up and redial, or use the available dial in numbers shared via a link within your meeting invites.
May 26, 10:40 CDT
May 26, 2020

Unresolved incident: Proactive Notification: Coronavirus & potential impact to conferencing services globally.

May 25, 2020

No incidents reported.

May 24, 2020

No incidents reported.