Cloud Telephony - Singapore - External Transfers

Update timeline

1. identified Apr 30, 2024, 03:48 PM UTC

   We are currently investigating an issue affecting call transfers in Microsoft Teams. This problem is isolated to users in Singapore and prevents them from transferring calls externally once answered. The issue does not impact calls that do not require transferring. Our SBC vendor has identified the issue and we are collaborating with them to release a hotfix. We apologize for any inconvenience and are committed to restoring service as soon as possible. We will provide updates when more information becomes available. Thank you for your patience and understanding. For immediate assistance, our Support Team is available 24/7 at [email protected].

2. identified May 02, 2024, 07:19 AM UTC

   We're pleased to inform you that our SBC vendor has provided a software patch, including a hotfix, to resolve the call transfer issue in Singapore. The updated firmware has undergone successful testing in our lab environment and is scheduled for release in production at 21:00 HKT today. We anticipate no customer impact during this update. Rest assured, we'll keep you updated on the progress. If you have any questions or concerns, please don't hesitate to contact us at [email protected].

3. identified May 02, 2024, 05:13 PM UTC

   Unfortunately, the hotfix aimed at resolving the call transfer issue in Singapore has failed and has consequently been rolled back. We have escalated the logs back to our SBC vendor for further investigation. We understand the importance of this matter and assure you that we are actively working towards a resolution. Please bear with us as we await further updates from the vendor. We apologize for any inconvenience.

4. identified May 08, 2024, 07:41 AM UTC

   The incident regarding external call transfers in Singapore is ongoing, and we are actively investigating with our SBC vendor with the utmost urgency. We apologize for any disruption to your operations and hope to provide more information soon. Thank you for your patience and understanding as we work towards a solution. For any further inquiries or assistance, please don't hesitate to reach out to us at [email protected].

5. identified May 17, 2024, 08:04 AM UTC

   We are currently scoping an emergency release with our SBC vendor to address the ongoing transfer issue in Singapore. The new configuration has been tested in our lab environment and has produced positive results. We anticipate releasing this change later today and will provide more information as soon as possible. We apologize for any inconvenience this issue may have caused and appreciate your patience and understanding. For further updates or assistance, please contact our 24/7 Support Team at [email protected].

6. identified May 17, 2024, 11:13 AM UTC

   The emergency change has been deployed and no service impact was experienced. We have completed routine tests and are now investigating the Singapore issue on the updated firmware. We appreciate your patience and understanding as we work to resolve this matter. For any further questions or concerns, please contact us at [email protected].

7. identified May 21, 2024, 09:32 AM UTC

   Last week's emergency change addressed an underlying issue within our Session Border Controller infrastructure in Asia-Pacific. As a result, we have isolated the external transfer issue and are now focusing on a permanent fix. Our team is working diligently with the domestic carrier to implement the solution as swiftly as possible. We greatly appreciate your patience and understanding during this time. Should you have any questions or need further assistance, please do not hesitate to contact us at [email protected].

8. monitoring May 22, 2024, 09:44 AM UTC

   We're pleased to inform you that we have identified and applied a remedy in production. Various tests have been completed, and external transfers are now possible with two-way media. Please kindly test the service, and if you experience any further issues, do not hesitate to contact us at [email protected]. We greatly appreciate your patience and understanding during this time.

9. resolved May 23, 2024, 07:26 AM UTC

   We are pleased to inform you that the issue has been resolved. Calls to Singaporean numbers can now be successfully transferred to the Public Switched Telephone Network. If you have any further questions or experience any issues, please do not hesitate to contact us at [email protected].