ISI Outage History

ISI initiated a service failover for SFTP connections utilizing transfer.isi-info.com at 7:35 PM CDT to resolve an authentication issue impacting a segment of customers. If you are experiencing a CUCM connection issue or received a CUCM CDR alert, please restart your CUCM Repository Manager(s) and CDR Agent services to restart the flow of CDR files. Please contact ISI Customer Support at 1-800-326-6183 (US Toll Free) or 1-847-592-3250 (Local or Non-US) if you have any questions.

An issue with MS Teams data collection from 9:47AM to 10:07PM (CDT) on March 22nd was identified and resolved. We are performing root a cause analysis, and will provide additional details on the gap in CDR as it becomes available.

Webex call data is now collecting and catching up from the time last retrieved successfully. Cisco communicated a change to the Webex API FQDN used to collect call data. In the scheduled maintenance this week, ISI updated the used FQDN accordingly and confirmed collection systems were operational. As of 12AM CST, the new FQDN was no longer operational for ISI. We reverted our systems back to the previous FQDN and collection has resumed. ISI is in touch with Webex Dev Support to determine next steps.

Webex call data collection has caught up to current time.

The Cloud Connect software update has been release, and we are now monitoring server connection statuses to confirm the issue has been resolved.

The system update to address report delivery for Classic Reporting has been completed. Scheduled reports are running again, and the situation is being monitored.

A fix has been implemented. The delayed report emails have now all been sent. We'll continue to monitor the situation today.

ISI identified an issue preventing logging in and processing for some customers from 11:20am to 12:40pm (CST). The issue has since been resolved, and we are still monitoring to confirm stability.

Issues are no longer occurring, but services are still being monitor.

ISI is experiencing a delay in data delivery from Microsoft. This may result in a delay of information appearing in your system.

ISI initiated a service failover for SFTP connections utilizing transfer.isi-info.com at 10:07 AM CST to resolve an authentication issue impacting a segment of customers. If you are experiencing a CUCM connection issue or received a CUCM CDR alert, please restart your CUCM Repository Manager(s) and CDR Agent services to restart the flow of CDR files. Please contact ISI Customer Support at 1-800-326-6183 (US Toll Free) or 1-847-592-3250 (Local or Non-US) if you have any questions.

The queue of emails are now all sent. SFTP services have been restarted. System is currently stable. If you are not receiving new records, please follow the steps outlined in this support article to restart your CDR Repository Manager. https://isianalytics.com/help/doc/cucm-cisco-cdr-troubleshooting-guide/

ISI is receiving internal error responses from MSGraph, and will continue to monitor this issue. In instances where call data is being received from MSGraph, processing is working.

We have a support case opened with Microsoft, and are continuing to monitor the issue. This issue stems from Microsoft not sending the necessary data to our system, which has caused interruptions in service.

Error responses from MSGraph have reduced, but not diminished entirely. In instances where call data is being received from MSGraph, processing is working.

Microsoft has acknowledged the incident with Issue ID TM938579 impacting the ability to retrieve call data. They're implementing new configuration changes to Microsoft Teams to assist in processing calling data more efficiently and resolving impact.

Microsoft Azure services have notified their subscribers of a scheduled maintenance window starting Monday 10/28 at 10PM CT to Tuesday 10/29 6AM CT. There is no service interruption expected for Infortel Select and SFTP services. If you receive CUCM CDR alerts, please restart your CUCM Repository Manager(s) and CDR Agent services to restart the flow of CDR files.

ISI has been notified that scheduled maintenance will continue again Tuesday 10/29 10PM CT to Wednesday 10/30 6AM CT.

ISI initiated a service failover for SFTP connections utilizing transfer.isi-info.com at 3:05AM CDT to resolve an authentication issue impacting a segment of customers. If you receive CUCM CDR alerts, please restart your CUCM Repository Manager(s) and CDR Agent services to restart the flow of CDR files. Please contact ISI Customer Support at 1-800-326-6183 (US Toll Free) or 1-847-592-3250 (Local or Non-US) if you have any questions.

We have found improved performance since the configuration changes and will continue to monitor the situation this week.

Issue is currently resolved and being monitored.