Telesmart experienced a major incident on March 5, 2023 affecting Voice NOW, lasting 23h 22m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 05, 2023, 08:26 PM UTC
Telesmart would like to inform you that we are currently experiencing an issue with the Voice Now Telephony Service. Some customers are having difficulty logging into Desk Phones and Soft Phones. Our technical team has been dispatched and are currently investigating. Estimated time of resolution: To be determined Next communication: 30 minutes
- investigating Mar 05, 2023, 09:13 PM UTC
Our engineers are still working on identifying the root cause. Next update in 30 minutes.
- identified Mar 05, 2023, 09:40 PM UTC
This issue has been identified to an appliance and a temporary fix is being implemented. If you have a Mitel Soft Phone and can't connect to the service, exit the Mitel Connect Client by right clicking on the Mitel Icon on the Windows System Tray and selecting Exit and then restart this application.
- monitoring Mar 05, 2023, 11:01 PM UTC
***A fix has been implemented which has restored the service completely, we are currently monitoring to confirm stability.*** If you have a Mitel Soft Phone and can't connect to the service, exit the Mitel Connect Client by right clicking on the Mitel Icon on the Windows System Tray and selecting Exit and then restart the application.
- resolved Mar 06, 2023, 07:48 PM UTC
After monitoring the service for some hours we are confident the issue has been resolved.