Resolved -
As of 10:00AM MT, the workaround has been applied to all SIP trunks, including all UCaaS and contact center platforms, and all users should be working normally. Customers are reporting services have normalized and CallTower Support will continue to monitor closely. We are closing out this case.
A bug was discovered in our SIP trunking platform that caused the system to reject inbound and outbound calls on some SIP trunks. CallTower is continuing to work with the vendor on the permanent resolution. As additional information is provided by the vendor on a permanent resolution, CallTower will implement those changes.
If you continue to experience issues, please contact CallTower Support at support@calltower.com.
Feb 24, 10:28 MST
Monitoring -
CallTower Engineers are continuing to apply the workaround to the affected CT Cloud SIP customers. Bulk updates are currently being applied to the affected SIP trunks. The estimated time to completion of the remaining trunks is 10:00 AM MT. As the updates are applied, customers are reporting that services have normalized.
Please contact CallTower Support if you are affected by this issue at support@calltower.com or 1-800-347-5444.
Feb 24, 09:36 MST
Update -
CallTower has applied a work around on all internal trunks which has stabilized the Cisco, Microsoft and contact center platforms. CallTower Engineers are in the process of applying the workaround to the affected CT Cloud SIP customers now.
Feb 24, 08:43 MST
Identified -
CallTower has identified an issue with inbound and outbound call failures on some SIP trunks. A workaround is being implemented on specific SIP trunks and specific calling platforms to correct this issue. CallTower engineers have engaged our vendor with a Priority 1 case. Please contact CallTower Support if you are affected by this issue at support@calltower.com or 1-800-347-5444.
Feb 24, 07:56 MST
Completed -
The scheduled maintenance has been completed.
Feb 24, 03:00 MST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 23, 21:01 MST
Scheduled -
CT Cloud Voice:
***Possible Impact: CT Cloud SIP and CT Cloud Voice – User services will be intermittently unavailable for customers during the maintenance window.
***Possible Impact: CT Cloud Voice - Customers can expect that CommPortal, voicemail and CT Cloud Communicator will be unavailable at times during the maintenance window. Customers will be prompted to upgrade their existing Accession/CT Cloud Communicator client software after the maintenance window.
***Possible Impact: CT Cloud Recording - Web portal and reporting will be unavailable for approximately 30 minutes during the maintenance window. Calls will continue to be recorded without interruption.
Feb 14, 16:52 MST
Completed -
The scheduled maintenance has been completed.
Feb 22, 04:00 MST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 21, 22:00 MST
Scheduled -
Cisco Unified Communications: ***Possible Impact: Cisco Call Manager/Phones Series 78XX and 88XX - Calltower will be loading a new Device Firmware for the 78XX devices as well as some 88XX devices from Cisco to CUCM. Your phone will re-register to the next server in the Server list. Calls in progress 'should' remain up until the call has ended. Phone will most likely re register multiple times during the MW time. This is expected behavior as it sets the new firmware load to your device.
***Possible Impact: Cisco Call Manager/Phones - Your phone will re-register to the next server in the Server list. Calls in progress 'should' remain up until the call has ended. Phone will most likely re register multiple times during the MW time. This is expected behavior.
Skype for Business: ***Possible Impact: Skype for Business - Users may experience disconnect/reconnect events.
***Possible Impact: Yealink T4xS Phones – After the maintenance window has completed your phone will be queued for a firmware upgrade. This upgrade will automatically process during a period of inactivity for your phone and should not interrupt an active call.
Fax Platforms: ***Possible Impact: MasterFax - Customers fax services will be unavailable for a time during the Maintenance Window.
***Possible Impact: CT Cloud Fax - Customers fax services will be unavailable for a time during the Maintenance Window.
Feb 14, 16:50 MST