Resolved -
This incident has been resolved.
Jan 14, 16:04 CST
Update -
After implementing configuration changes and conducting additional testing for TAMU Health remote sites using Cisco Webex Calling, our administrators have observed positive results. Affected users who previously reported audio loss during calls when off the TAMU Health network have confirmed that the issue is resolved, and no further audio loss has been reported.
As of 11:00 AM today, we believe this issue is fully resolved for all affected users and our administrators will continue monitoring stability.
If you have questions, concerns, or continue to experience issues, please contact Technology Services Help Desk Central at 979.845.8300 or helpdesk@tamu.edu for assistance.
Jan 14, 11:00 CST
Update -
Yesterday, administrators implemented adjustments to help address the recent service disruptions. At this time, we have not received any new reports of issues.
They are continuing some additional testing this morning and allowing more time for user feedback before confirming full resolution. Another update will be shared once the situation is verified as stable.
Jan 14, 07:56 CST
Update -
Administrators are still receiving reports of intermittent issues when users access TAMU Health phone services while on the TAMU Network. This includes both VPN and campus networks. The changes implemented have decreased the frequency of the issues, however issue are still present. Administrators will continue troubleshooting. No ETR
Jan 13, 08:23 CST
Monitoring -
Administrators have implemented a new fix for Jabber users on TAMU's Cisco AnyConnect instance, We will continue to monitor the status of this issue as we verify the integrity of the fix.
Jan 10, 14:28 CST
Identified -
Administrators have confirmed that VoIP systems using VPN to VPN Jabber are still affected by this degradation. Administrators are currently reaching out to the vendor to determine a potential fix. There is no ETR at this moment.
Jan 10, 12:51 CST
Monitoring -
A fix has been implemented that has shown positive results. Call audio with HSC networks have proven to be successful. We will continue to monitor this service as verification of the resolution to this issue continues.
Jan 10, 08:53 CST
Update -
Administrators have found that the phone issues predate the network change performed on January 5th and have updated the vendor TAC engineers who are reviewing the logs and telemetry for both TAMU and HSC firewalls. A change implementation is scheduled tonight to restart the HSC firewalls in efforts to remedy this issue.
The firewalls are redundant so no service outage is expected.
Jan 8, 20:10 CST
Update -
Administrators are implementing changes and updates to the phone system. There is no current ETR
Jan 7, 16:02 CST
Update -
The team is still actively investigating this issue today; there is no ETR.
Jan 7, 08:45 CST
Investigating -
Users are reporting that some TAMU Health phone numbers are currently experiencing degraded service over VoIP. This is affecting Jabber users and some TAMU Health call centers. Our engineering team is actively working to identify the cause. There is currently no estimated time for resolution.
Jan 6, 12:32 CST