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Migrating of Prifixes to new switch (Resolved)

Affecting Server - MOR | Priority - Critical

Tonight we will proceed in moving our prefixes over to a new switch to where the voice cloud servers are, and from a core device we are looking at decommissioning in the future.

This will take the below prefixes offline for up to two minutes while they are dropped and picked back up in OSPF on the new switch:

Date - 05/12/2017 21:00 - 14/12/2017 15:06
Last Updated - 05/12/2017 16:15

Data Center Cloud Maintenance (Resolved)

Affecting Server - MOR | Priority - Critical

We just have been informed from the data center that a reboot is required due to some urgent maintenance on one of the cloud services.
This will be impacting only services that are conecting to IP no other services will be interupted.
Services will be unavailable for approx 10- 15 mins between 22:00 - 23:59 AEST tonight

We could not get an exact time frame due to the complexity of the data center cloud services but expected to be at around 22:00 AEST

We appologise for the short notice but this has also got us by surprize too.

UPDATE - 20:17 Reboot of cloud services finished
. Date - 10/11/2017 22:00 - 05/12/2017 16:14
Last Updated - 10/11/2017 21:21

Phone numbers certain batches (Optus Issue) (Resolved)

Affecting Server - Business Service | Priority - Critical

On the 02/11/2017 we noticed that out main number 0731077420 was not receiving calls fromthe mobile and pstn network accross Australia, we then have put a fault with our carrier for Urgent fix.
After a while we started receiving email that some other numbers are also not working.

After extensive diagnostics with checking the numbers, we have found that there is an issue with some ranges of phone numbers that they cannot receive any calls from any network in Australia or overseas.
We have esaclated the issue to the appropiate carrier straight away

Phone numbers that are ofline are in the ranges as follows:
073107xxxx (back online at 7pm on the 02/11/2017)
029007xxxx (back online at 3pm on the 03/11/2017)
039912xxxx (back online at 1:30pm on the 03/11/2017)
088122xxxx (back online at 4pm on the 03/11/2017)

UPDATE 16:00 Optus has advised that all there numbers efected are back online

On a different note we will be moving any numbers away from Optus that we have left to our main carrier.

This is the whole incident report from Optus

Updates from upstream:

03-11-2017 12:06

We currently understand this issue to be affecting inbound calls for some ported numbers that are being delivered by Optus.
Optus have scripted a solution for this problem which is scheduled to finish running as of 1pm AEDT and will see numbers restoring as they are reconfigured on the network.

We have escalated this issue to our Account Manager but are unable to have our numbers prioritised due to the nature of the fix for the fault.

We will provide further updates as they become available.


03/11/2017 07:00
Internal team has successfully tested 25 number ranges after testing a re-configuration deployment. They have identified a total of 34,000 number ranges affected by the outage. Internal team has advised rollback action plan and engaged Tier 2/3 to support in deployment. They have begun rollback of select service changes with a tentative ETR of around 5 hours

03/11/2017 03:00
Switching resources have advised that too many services remain to be restored (around 28,000 number ranges) to be completed manually. We are now awaiting an update from our internal team regarding their plan to bulk change configuration to restore all services. No ETR is yet available but a further update is expected during early morning hours.

03/11/2017 01:00
Switching team working alongside Tier 2 to manually restore services is still ongoing. Tier 2 engaged internal team to see if changes can be scripted and deployed for faster resolution. No ETR yet available for full restoration

02/11/2017 23:00
Optus switching engineers continuing to restore services 100 number range at a time. Services will slowly be coming back over the next few hours but no ETR is yet available

02/11/2017 21:00
Optus Engineers have recognised a fix and are now manually correcting the ranges to have been affected. The root cause is still being investigated at this time. There is no ETR yet but services are slowly being restored.

02/11/2017 19:58
Optus has received several reports of calls failing to individual numbers and ranges that appear to have been ported to another network.

At this stage the root cause has not yet been identified however our Incident Management team have engaged the relevant fixer groups to investigate and restore services.

This case is of the highest priority within Optus Wholesale and Networks.

There is currently no ETR but we will provide further information as soon as it becomes available.

Date - 02/11/2017 14:04 - 03/11/2017 16:00
Last Updated - 10/11/2017 19:40

BBvoice Network Outage (Resolved)

Affecting Server - Business Service | Priority - Critical

BBVOICE network  ( has lost a core router.
Enginners has been already despached to the data center at 7:am when monitoring started giving errors

This is effecting incoming calls customers who are conecting via and all incoming calls

ETA at this moment is 08:45 am

Core router changed and service moved on to it.
Service fully restored at 8:00am

Issue restarted (it is not the core router) currently have engineers at our data centre rectifying the issue.

UPDATE - approx. 10:00am - 10:15am EST

UPDATE 10:21 - ETA changed we should receive the next update bu 10:35 am

UPDATE - 10:36 - ETA Moved 11:15 am

UPDATE 11:25 - Engineers are still working on the issue, we will update again within the next 30 mins

UPDATE 11:48 - We just received from the Data center in MLB that core Components of the network will be UP and running within the next hour and then external connectivity will follow

Date - 13/09/2017 07:40 - 08/10/2017 06:43
Last Updated - 13/09/2017 15:17

Voice Outage (Resolved)

Affecting Server - Business Service | Priority - Critical

There is an outage in Servers Australia network that is not allowing traffic to flow properly and thus no audio or no connection.
At the moment there are engineers on site looking into it

UPDATE: 13:56 Network engineers have been alerted to a down transit port in our Vocus Doody St data centre.

UPDATE: 14:05 Transit links back online. Services also back normal

UPDATE 14:23
We have received confirmation
Engineers have restored connectivity to all offline services and our provider port is now back online.
Date - 21/08/2017 13:51 - 04/09/2017 07:29
Last Updated - 21/08/2017 14:24

One way Audio on random numbers (Resolved)

Affecting Server - Evoice VoIP Service | Priority - Critical

Details are as follows:



Type: Un-Planned

Severity: Critical

Period From: 2017-08-11 08:30:00 AEST

Period To: 2017-08-11 00:00:00 AEST

Location: Melbourne Only

Services Affected: One Way Audio and no DTMF


The issue with our upstream carrier has started again this morning.

Optus have been advised and we hope they will rectify the issue soon.

UPDATE - 11/08/2017 at 09:51 am

Optus have done a temporary fix by resetting their equipment to resolve the present issue.

Optus will be relocating all our numbers that is effected to a new switch during the course of the day for the permanent.

Our Carrier was already in the planning stage of moving our numbers to a new interconnect away from Optus that will provide far greater control and will allow us to be more nimble and to act much faster if any issues arise. Unfortunately when problems have occured on the Optus network they move slowly to resolve.

UPDATE - 11/08/2017 at 10:15 am

Issue have restarted again, Optus has already been notified, hopefully they will restar the equiment again.
Will keep you updated

UPDATE - 11/08/2017 at 10:45 am
It seems to be working again but at this time no update from the carrier as yet

Date - 11/08/2017 08:53 - 21/08/2017 13:53
Last Updated - 11/08/2017 10:47

Issue with Routing and IPV4 in data center (Resolved)

Affecting Server - Business Service | Priority - Critical

Engineers at the SAU data center are investigating an IPV4 issue affecting services in Sydney. Updates to follow.

Update 1 19:20 - Issue seems to be now resolved but we do not have any confirmation yet from the SAU Data center. We will update once we receive full confirmation

Uptae 2 20:04 - Data Center just confirmed that the issue is fully resolved
Date - 19/06/2017 18:29 - 11/08/2017 08:55
Last Updated - 19/06/2017 20:06

Upgrade - WorldDialPoint Network Upgrade (Resolved)

Affecting Server - Evoice VoIP Service | Priority - Critical

WorldDialPoint Network Upgrade



Affecting Server – Evoice Service | Priority - Critical

Type: Planned

Severity: Critical

Period From: 2017-04-13 21:00:00 AEST

Period To: 2017-04-13 21:35:00 AEST

Location: SYD (Evoice Network)

Services Affected: Hosted PBX / Conferencing / Sip Trunking and other services conecting to – Upgrade

Upgrading the SIP Software to Version 4.1


Engineers will be performing an upgrade to our SIP servers. This needed to be done to eliminate some software bugs that were found lately effecting Attendant Transfers via a Queue using the star code  / Conferencing system and SIP Trunking.

Important - If you are connecting using an on-site PBX (eg. FreePBX/Asterisk or any other flavour and after the upgrade you cannot make calls out, you will need to check your configuration trunk setting and make sure you have the entry FROM=USERID (eg FROM=xxxxx*xxxxx where the x represents your userID) This is required for SIP trunking to work properly. This setting will not effect customers connecting with an IP PHONE or an ATA.

On a positive note, this upgrade will give the ability receive calls using 1 extension (register the extension on different phones and when someone calls your number it will ring on every phone, previously it will ring on the last phone that registered last with our system). This is called SIP FORKING

During this VoIP upgrade calls will be interrupted for at least 30 mins.

A completion notice will be published on our website once we have completed our internal testing to confirm the completion of the upgrade.


Please contact our helpdesk via if you experience any issues after the upgrade.

We apologise for any inconvenience this may cause and we appreciate your ongoing support.

Update 14/04/2017 00:30
Upgrade only took 35 mins and was finished at 21:35. After that we started extensive testing including  cpe registration, up until 00:30 am and all testing has been successful.

Date - 13/04/2017 21:00 - 13/04/2017 21:35
Last Updated - 15/05/2017 19:04

Inbound Calls (Resolved)

Affecting Server - Business Service | Priority - Critical

Details are as follows:



Type: Un-Planned

Severity: Critical

Period From: 2017-03-03 08:40:00 AEST

Period To: 2017-03-03 12:34:00 AEST

Location: National

Services Affected: VOIP



We are currently experiencing an outage affecting all incoming calls. The issue is higher up in the network with our upstream carrier.

Engineers are working on this now and we will advise when fixed.

We apologises for the inconvenience caused.

UPDATE 10:00 - Vocus found the fault and they are re-uploading the numbers in the database.
We should start seeing some inbound calls working again

UPDATE 10:15 -Vocus Notice Issued 

UPDATE 12:05 - Please be advised that according to the upstream carrier the restoration process is underway although is taking longer than anticipated.

At this point we expect full restoration before 12:15 AEST.

We will advise once services have been restored we will provide full details from our upstream carrier.

UPDATE 12:34 - We are adviced that All phone numbers has been restored 

Date - 03/03/2017 08:57 - 31/03/2017 18:26
Last Updated - 03/03/2017 18:56

Data Center Emergency Maintance Required (Resolved)

Affecting Server - Business Service | Priority - Critical

Type: Scheduled
Status: Open
Start Date: 2017-02-23 02:00:00
End Date: 2017-02-23 04:00:00
Severity: High Impact
Services Affected: Sydney - Network

Event Description
Data Center network engineers at SAU have identified a serious congestion issue affecting the core network in Sydney.
To resolve this issue, the engineers will be performing emergency changes and upgrades to ensure the continued stability of the network.

During the above times, some customers may see a short service disruption, however due to the redundant nature of the Sydney core network most services will not see any interruptions as traffic finds an alternate route.

The result of this work will be increased capacity and stability for all customers in Sydney. This issue has been identified in the last 24 hours, and is therefore classed as emergency maintenance due to the severity of the issue. Date - 23/02/2017 02:00 - 03/03/2017 10:03
Last Updated - 22/02/2017 16:16

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