Resolved -
CallTower believes the issue causing sign in to fail on some Poly phones has been resolved. If you are still experiencing issues, please power cycle the phone leaving it unplugged for 60 seconds before plugging it back in.
CallTower will be closing this master case and all associated cases. Within three business days, an Official Root Cause Analysis (RCA) or a Preliminary RCA will be available and provided to customers upon request.
Jun 22, 10:20 MDT
Update -
CallTower is getting reports of successful log in attempts on Poly phones after the firmware rollback. If you have an affected phone please power cycle to help the rollback of firmware.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 22, 09:48 MDT
Monitoring -
CallTower engineers have configured a firmware rollback that has allowed multiple affected devices to log in successfully after the downgrade. Please power cycle affected phones and retest.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 22, 09:27 MDT
Update -
CallTower Engineers continue to investigate an issue affecting the Skype for Business sign in on Poly phones. We have this issue at our highest priority and continue to push for resolution.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 22, 08:48 MDT
Update -
CallTower Engineers continue to investigate an issue affecting the Skype for Business sign in on Poly phones. We are engaging Microsoft to determine if any changes have been made that may have affected sign in on these devices.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 22, 08:15 MDT
Investigating -
CallTower is investigating reports of customers not able to sign in to Skype for Business on Poly devices.
*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
Jun 22, 07:45 MDT
Resolved -
Microsoft has stated that this issue is now resolved. If there were any forwards in place we will get those removed. Here is the update provided by Microsoft on their ticket TM394507.
Title: Users' calls to auto attendants may fail to transfer after selecting an option ID: TM394507
Status: Service Restored
Restored Services: Microsoft Teams
Details: Title: Users' calls to auto attendants may fail to transfer after selecting an option User Impact: Users' calls to auto attendants may have failed to transfer after selecting an option. More info: After users selected an option from the auto attendant menu, there was no audio for up to three minutes, the call stated that it couldn't connect, and then the call disconnected. Final status: We've determined that a recent update to service components that facilitate auto attendant functionality contained a regression. We've reverted the update and confirmed via telemetry that the impact is resolved. Scope of impact: This issue could have potentially affected any users' calls to an auto attendant when transferring their call after selecting an option.
Start time: Tuesday, June 21, 2022, at 1:30 PM MT
End time: Tuesday, June 21, 2022, at 4:20 PM MT
Root cause: A recent update to service components that facilitate auto attendant functionality contained a regression. Next steps: - To help prevent similar impact in the future, we're further reviewing the underlying cause of the regression and how we can improve our validation procedures to catch such issues before deployment. This is the final update for the event.
CallTower will be closing this master case and all associated cases.
Jun 21, 17:13 MDT
Update -
CallTower engineers continue to work with Microsoft to investigate issues affecting Microsoft Teams auto attendants. Microsoft has provided the below update on their ticket TM394507.
Title: Users' calls to auto attendants may fail to transfer after selecting an option User Impact: Users' calls to auto attendants may fail to transfer after selecting an option. More info: After users select an option from the auto attendant menu, there is no audio for up to three minutes, the call then states that it couldn't connect and disconnects the call. Current status: We're reviewing provided call IDs from some affected users and reviewing telemetry surrounding call connectivity to determine the source of the issue. Scope of impact: This issue could potentially affect any users' calls to an auto attendant when transferring their call after selecting an option. Next update by: Tuesday, June 21, 2022 at 11:00 PM UTC (5:00 MT)
*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless information is received earlier from Microsoft. This issue is being investigated as a top priority.
Jun 21, 16:33 MDT
Update -
CallTower engineers are investigating an issue affecting call transfers from Auto Attendants in Microsoft Teams. CallTower is working with Microsoft, who has acknowledged and opened TM394507 to track this issue. Information provided Microsoft: June 21, 2022 3:32 PM MT Title: Users' calls to auto attendants may fail to transfer after selecting an option User Impact: Users' calls to auto attendants may fail to transfer after selecting an option. More info: After users select an option from the auto attendant menu, the call plays dead air for up to three minutes, then the call states that it couldn't connect and to try again later, and disconnects the call. Current status: We're investigating a potential issue and checking for impact to your organization. We'll provide an update within 30 minutes. Scope of impact: Your organization is affected by this event, and any users' calls to an auto attendant may fail to transfer after selecting an option.
*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
Jun 21, 16:00 MDT
Investigating -
CallTower is investigating reports of routing and dead air issues when calling a Microsoft Teams Auto Attendant.
*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
Jun 21, 15:30 MDT
Resolved -
Peerless is reporting that services are now restored. CallTower is getting reports from customers that numbers are again working.
CallTower will be closing this master case and all associated cases.
Jun 20, 10:18 MDT
Update -
CallTower continues to escalate and work with Peerless management. We do not yet have an ETR from Peerless. CallTower is however seeing some successful traffic across Peerless numbers.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 20, 09:47 MDT
Update -
Peerless continues to work on the issue. CallTower has escalated to the highest levels at Peerless and continues to actively push for an ETR and resolution.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 20, 09:16 MDT
Update -
Peerless continues to work on the issue. CallTower is actively escalating and pushing for resolution.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 20, 08:45 MDT
Identified -
CallTower continues to work with Peerless who has identified an issue in their network. The carrier is actively engaged and working the issue.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 20, 08:15 MDT
Update -
CallTower has identified that the affected calls are coming from our carrier Peerless. CallTower Engineers are working with the carrier to investigate the issue.
*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
Jun 20, 07:45 MDT
Investigating -
CallTower is investigating multiple reports of CT Cloud inbound calls having one-way audio or no audio.
*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
Jun 20, 07:12 MDT
Completed -
The scheduled maintenance has been completed.
Jun 18, 04:00 MDT
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 17, 22:01 MDT
Scheduled -
Purpose: Patching and preventative maintenance on multiple systems. Systems Affected:
All Platforms: -Reboot of the international CUBEs 69.54.75.225 and 206.80.70.198 ***Possible Impact: International Calls may get disconnected.
CT Cloud Voice: -Algo Paging Adapter EPP Update ***Possible Impact: Algo 8186, 8188, and 8301 paging devices will have limited functionality during the Maintenance Window. During this period, the impacted paging devices will perform incremental firmware upgrades, which may take 1-2 hours in total to complete. It is important that these devices are not unplugged or rebooted during this process. -Yealink T4U EPP Update ***Possible Impact: Users may see their Yealink T43U, T46U, and T48U phones update firmware during the Maintenance Window. -Yealink T3 EPP Update ***Possible Impact: Users may see their Yealink T30/P, T31/P/G, T33P/G phones update firmware during the Maintenance Window.
Fax Platforms: -MasterFax - General Server Maintenance ***Possible Impact: Customers will experience their Fax services will be unavailable for a time during the Maintenance Window.
Jun 10, 16:18 MDT