Category: Telephony

Service Restored: Dalhousie Network Outage

The issues affecting network connectivity within Dalhousie this morning (Monday 30th October) have been identified and resolved with full restoration of service.

Service Restored: We are currently experiencing some network connectivity issues in the Dalhousie building affecting both PC’s and telephony. The team are currently investigating the issue and have identified a problem. Further updates will be issued as soon as we have any more information.

Telephony Issues – Calling NHS Numbers

We have some reported issues with users unable to call NHS numbers today.

A call has been logged with both NHS IT Service Desk and with our telephony service and support provider for investigation.

Numbers prefixed with a 2 are currently not operational. Example: 2 35 XXX

As a workaround users can dial the NHS switchboard number and ask to be transferred.

NHS Switchboard : (9) 01382 660 111

I will update you when I receive some more information from our support provider.

 

Update @ 15:00 on 26/10/17

An issue has been identified on the PBX link between the University and Ninewells. Our Support and Service provider and NHS IT are investigating to determine a solution.

 

Update @ 09:30 on 27/10/17

Please be advised that the issue regarding telephony between UoD and NHS number has now been confirmed as resolved by our Service Provider. Local tests also confirm this is the case.

Apologies for any inconvenience caused.

 

IP Phones – Time Incorrect

Please be advised that all IP phones are showing time as 1 hour behind local time. UoD IT are aware of the issue and have reported this to our service and support provider for investigation.

 

Update: 10:10 — 23/10/2017

After liaising with our telephony provider the decision has been made not to change the time on the IP telephones before the clocks go back this weekend (29th October).

The change to fix the time would cause a 45 minute telephony outage and users would lose their call logs and any unsaved voicemail messages as a result of the change.

This has been deemed an unnecessary change given the short timescales involved.

Telephony Service Degraded

The University telephony service has now been restored to full functionality.

The reason for outage was due to two major breaks in the BT lines provided to us by Vodafone. As both our main line and our backup line went down at roughly the same time our resiliency was lost.

We are currently working with Vodafone to create a solution that will provide more resiliency in the future to prevent this issue re-occurring.

Apologies for the inconvenience.

Telephony in the Tower Building

There is currently an issue with telephone calls affecting users on Level 7 & 8 of the Tower Building. Engineers have identified the problem and a fix will be applied on the morning of 18th August. IT advise all users affected to log out of all applications and save all work prior to shutting down their machines this evening. We will update this post again once the fix has been applied. IT apologies for any inconvenience this may be causing you.

Nuisance calls that appear to come from an internal number

The University has recently experienced a small number of nuisance calls. Whilst they appear to be from numbers within the University, they do not originate from our systems.

What is the easiest way to check if the call is legitimate?
Nuisance calls that appear to be from a University extension will display an 01382 dial code in front of the University number. Genuine internal calls will normally only display a five-digit short number on your office telephone.

Colleagues should feel comfortable ending any call which uses threatening or abusive language and should not feel that they are required to engage with any caller displaying such behaviour.

IP Phones – Incorrect Time Displayed

We are receiving a lot of calls to tell us that the time displayed on the University IP phones is incorrect – we would appear to have moved back an hour in time…

A call has been logged with our telephony provider to resolve this.


Update | 25 October 2016

After liaising with our telephony provider the decision has been made not to change the time on the IP telephones before the clocks go back this weekend.

The change to fix the time would cause two telephony outages and users would lose their call logs and any unsaved voicemail messages as a result of the change.

This has been deemed an unnecessary change given the short timescales involved.

Resolved – Switchboard issues causing phone call queues

An issue with the University switchboard is affecting calls being placed to internal UoD members from external lines.

There have been several short switchboard outages; each time it becomes unavailable, calls to the main university number are directed to Tower reception, which has resulted in queued calls. The phone directory is also currently unavailable.

ProVista Engineers are investigating the issue and we will keep you updated as we work toward resolution.

UPDATE – This matter is now resolved. Apologies for any inconvenience.

Resolved – Issue calling Ninewells hospital

16.12.15
We are pleased to inform users that this issue has now been resolved.


14.12.15
We are currently investigating an issue with calls to Ninewells which is causing the following:

  • Calls cannot be made from University of Dundee numbers to Ninewells using the prefix 2-
  • Pagers cannot be paged from the University of Dundee

Callers can call Ninewells by dialling externally then the Ninewells number.

We will update this post as soon as we have gathered more information about the issue.