Intrado Notifications
All Systems Operational
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
SolarWinds Operational
VoiceMaxx Operational
VoiceMaxx CE Operational
Commercial / Utility Operational
Alert Operational
Cloud Contact Center Operational
High Volume Call Answering (HVCA) Operational
Inbound IVR Operational
Outbound Notifications Operational
Healthcare Operational
Campaign Central Operational
Engage Operational
Intrado Patient Messenger 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
Aug 5, 2020

No incidents reported today.

Aug 4, 2020
Resolved - The replacement drive was installed, and the services were confirmed fully operational. This incident has been resolved.
Aug 4, 20:08 CDT
Update - The replacement drive is on-site, and Intrado teams are arranging resources to complete the swap.
Aug 4, 12:19 CDT
Identified - Intrado UC conferencing customers within Europe who have opted for credit card payments against their invoices are currently unable to complete those payments. Teams have identified the affected device and are awaiting a replacement at this time. The current expectation is that this will be mitigated within 24 - 48 hours.

Please note, this issue does not affect any production services offered by Intrado - this is limited strictly to EMEA UC customers' ability to complete credit card payments to Intrado.
Aug 2, 15:58 CDT
Resolved - This incident has been resolved.
Aug 4, 10:03 CDT
Monitoring - Intrado teams have been able to establish connections to the SFTP site successfully, and have received customer confirmation of successful connections. Teams will continue to monitor to ensure stability.
Aug 4, 08:08 CDT
Investigating - Customers are unable to connect to the Intrado SFTP site. This will impact customers' ability to upload files in order to send notifications to their clients. Further updates will be provided once they become available.
Aug 4, 07:35 CDT
Aug 3, 2020

No incidents reported.

Aug 2, 2020
Aug 1, 2020
Completed - The scheduled maintenance has been completed.
Aug 1, 05:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 31, 23:00 CDT
Scheduled - Upgrade SWN01 VIPRION Hosts & Guests To Mitigate TMUI RCE Vulnerability

Time:
11:00 PM CT

Duration:
6 hours

Region Impacted:
GLOBAL

Impacted Service/Application:

SWN01 Network

Maintenance Details:

This is to upgrade swn01 VIPRION hosts and all its guest to mitigate TMUI RCE vulnerability CVE-2020-5902

Impact/Customer Experience:

There is a potential of impact related from this maintenance activity.

Although no impact is expected, there is a risk of a few seconds (5-15 seconds) of network interruption during the fail over.

Temporary Workaround:

N/A

Back Out Plan:

N/A
Jul 30, 06:23 CDT
Jul 31, 2020
Resolved - This incident has been resolved.
Jul 31, 16:26 CDT
Investigating - Intrado teams are currently investigating an issue that is causing files to parse slowly resulting in missed schedules.

Technical teams are investigating the issue at this time. Updates will be posted here as they occur.
Jul 31, 16:05 CDT
Resolved - This incident has been resolved after engineers tested and confirmed resolution.
Jul 31, 12:33 CDT
Investigating - Intrado has received reports that some VoiceMaxx customers are unable to retrieve voicemail. Intrado engineers are engaged and investigating the issue. More information will be provided as it becomes available.
Jul 31, 11:48 CDT
Completed - The scheduled maintenance has been completed.
Jul 31, 04:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 30, 22:00 CDT
Scheduled - HealthCare SWN HouseCalls / TLINK Platform Maintenance (July Part 2)

Time
10:00 PM US – CT

Duration
6 Hours

Region Impacted
Global

Impacted Service/Application
• HouseCalls
• LabCalls
• TSync

Maintenance Details
Scheduled Maintenance - 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
Jul 14, 05:33 CDT
Jul 30, 2020
Resolved - This incident has been resolved.
Jul 30, 11:51 CDT
Monitoring - Services have been brought back online, and teams are continuing to monitor for stability.
Jul 30, 10:55 CDT
Update - Teams are continuing work to mitigate this issue.
Additional impact from this issue includes the site outageinfo.west.com not being accessible.
Jul 30, 10:28 CDT
Identified - Intrado is investigating an issue intermittently causing undelivered messages on the Utilities Alert platform. Updates will be provided as they become available.
Jul 30, 08:55 CDT
Completed - The scheduled maintenance has been completed.
Jul 30, 04:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 29, 22:00 CDT
Scheduled - HealthCare LMT HouseCalls / TLINK Platform Maintenance (July Part 2)

Time
10:00 PM US – CT
Duration
6 Hours

Region Impacted
Global

Impacted Service/Application
•HouseCalls
• LabCalls
• TSync

Maintenance Details
Scheduled Maintenance - 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
Jul 14, 05:28 CDT
Jul 29, 2020
Jul 28, 2020

No incidents reported.

Jul 27, 2020

No incidents reported.

Jul 26, 2020

No incidents reported.

Jul 25, 2020

No incidents reported.

Jul 24, 2020
Completed - The scheduled maintenance has been completed.
Jul 24, 18:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 24, 16:00 CDT
Scheduled - Replace the Supervisor Card due to an error on the network switch.

Time:
10:00 PM BST

Duration:
2 Hours

Region Impacted:
EMEA

Impacted Service/Application:

LON13 Network Services

Maintenance Details:

Switch will be brought offline and services restarted to allow conferences to continue. Secondary switch will remain in service for existing/new traffic

Impact/Customer Experience:

No impact is expected; however there is a risk of connectivity breaks during the maintenance window
* Potential impact or a loss of connectivity exists during the removal of the Supervisor Card
* The proper procedures will be strictly adhered to further mitigate the potential risk
* If impact is experienced during the maintenance window, this will be limited to the EMEA AVAYA Operator Assisted platforms and EMEA Reservationless-Plus Bridges, 454, 455 & 456

Temporary Workaround:

N/A

Back Out Plan:

Bring back the removed modules.
Jul 13, 09:30 CDT
Jul 23, 2020
Resolved - Cisco has confirmed that this issue has been resolved. If any ongoing conferences are experiencing residual impact, please restart those conferences. No further impact is expected.
Jul 23, 12:47 CDT
Monitoring - Cisco has implemented a fix that has resolved the issue. However, meetings initiated prior to the redirect may still be impacted. Meetings initiated after the redirect will not be affected. Users still experiencing issues should restart the meeting and establish fresh connections to the service.
Jul 23, 11:42 CDT
Investigating - Cisco has reported an issue with the Cisco Webex meeting services. Intrado teams are working in coordination with Cisco to investigate this; however, Intrado has no control over the mitigation of this issue.

Updates will be provided as they become available.
Jul 23, 10:43 CDT
Resolved - This incident has been resolved.
Jul 23, 12:03 CDT
Monitoring - Previously impacted sessions are concluded, and new sessions created after 9:30 AM Central are still unaffected by the issues, so functionality is normal at this time.

Technical teams are monitoring for any changes in status. Updates will be posted here as they occur.
Jul 23, 11:49 CDT
Investigating - Prior to 9:30 AM Central today, some sessions initiated on bridges 140, 154, 156, and 310 began to experience issues. The impacted sessions may not display the correct number of participants during impact if they are still active. New sessions created after 9:30 AM Central are performing normally.

Technical teams are troubleshooting the issue.

Updates will be posted here as they occur.
Jul 23, 11:00 CDT
Resolved - Errors are no longer being observed, and Utilities Alert is operating normally.
Jul 23, 10:23 CDT
Investigating - Intrado Teams have re-assembled and are currently investigating a continuing issue with the Utilities Alert calls once again not being delivered this morning.
Jul 23, 08:57 CDT
Jul 22, 2020
Resolved - This incident has been resolved.
Jul 22, 18:57 CDT
Investigating - As of 3:40 PM Central, file transfers are intermittently not completing for IS Commercial Outbound customers. Technical teams are aware of the issue and are actively troubleshooting.

Updates will be posted here as they occur.
Jul 22, 18:23 CDT
Resolved - Intrado has confirmed that all functionality has been restored to the Utilities Alert product. Calls that were previously impacted are expected to be delivered within expected windows.
Jul 22, 10:54 CDT
Identified - Intrado teams have implemented a fix and are currently checking to ensure that services have been restored.
Jul 22, 10:38 CDT
Investigating - Intrado Teams have been assembled and are currently investigating an issue with the Utilities Alert calls not being delivered.
Jul 22, 09:25 CDT