Call Quality issues impacting Webex customers

Update timeline

1. investigating Jun 03, 2024, 09:00 PM UTC

   Calltower has created case 01353056 after multiple reports of call quality degradation. Our engineers have been engaged and we are urgently working to resolve this 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 [email protected]. 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.

2. identified Jun 03, 2024, 09:16 PM UTC

   We have identified a bandwidth issue on one of our MPLS circuits. Our engineers along with our telecom team are working with the circuit provider to have the maximum capacity increased. 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 [email protected]. CallTower intends to post updates on status.calltower.com approximately every 30 minutes

3. identified Jun 03, 2024, 09:52 PM UTC

   Calltower engineers are continuing to work with the circuit provider to have the maximum capacity increased. 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 [email protected]. CallTower intends to post updates on status.calltower.com approximately every 30 minutes

4. monitoring Jun 03, 2024, 10:45 PM UTC

   Calltower engineers are continuing to work with the circuit provider to have the maximum capacity increased. We have seen a drop in traffic which should alleviate call quality issues. We will continue to monitor while the order to update the MPLS is processed. Default messaging: *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 [email protected]. CallTower intends to post updates on status.calltower.com approximately every 2 hours, unless identified otherwise.

5. monitoring Jun 04, 2024, 01:03 AM UTC

   Reduced traffic volume due to the time of day has temporarily resolved call quality issues. CallTower engineers continue to monitor the network for other signs of circuit overutilization and continue to pursue resolution to prevent a recurrance of issues. Default messaging: *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 [email protected]. CallTower intends to post updates on status.calltower.com as soon as new information becomes available, unless identified otherwise.

6. monitoring Jun 04, 2024, 12:55 PM UTC

   Calltower engineers are still seeing utilization well below the circuit's threshold. We are continuing to monitor for any signs of maxing while we continue to pursue resolution to prevent a recurrance of issues. Default messaging: *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 [email protected]. CallTower intends to post updates on status.calltower.com as soon as new information becomes available, unless identified otherwise.

7. monitoring Jun 04, 2024, 02:03 PM UTC

   Calltower engineers have rerouted some traffic to an alternate path to prevent a recurrence of symptoms. We are actively working with our vendor partner to increase capacity and are closely monitoring circuit thresholds. Default messaging: *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 [email protected]. CallTower intends to post updates on status.calltower.com as soon as new information becomes available, unless identified otherwise.

8. monitoring Jun 04, 2024, 06:08 PM UTC

   Calltower engineers show circuit utilization is still within threshold limits and is continuing to reroute traffic to an alternate path. We continue to closely monitor and will provide additional updates as new information is made available. 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 [email protected]. CallTower intends to post updates on status.calltower.com approximately every 120 minutes, unless identified otherwise.

9. monitoring Jun 05, 2024, 12:14 PM UTC

   Calltower continues to see circuit utilization within threshold limits. We will closely monitor traffic until there is a confirmed 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 [email protected]. CallTower intends to post updates on status.calltower.com as soon as new information is available.

10. resolved Jun 05, 2024, 09:04 PM UTC

    CallTower Engineers have addressed the circuit bandwidth limitations and continuous monitoring has confirmed no further issues since Monday at 2:30 PM MST 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.