Phone Systems External Calling Outage - ACL Location (INC118)

Symptoms:

External calling (both incoming and outgoing) was not working from the Allworx system at the ACL plant.

Observations:

• Initial incident was created and troubleshooting began
• IT discovered that the Windstream ISP was having an outage on the WAN0 trunk
• IT communicated the status until it was back up by Windstream
• External calling started working again

Resolution:

Local ISP (Windstream) was having a service outage that caused this issue. They resolved it on their end and the phone system came back up.

Root Cause Analysis:

Local ISP (Windstream) was unable to provide a Root Cause as to the reason for the service outage, but we did learn that when the WAN circuits failed over the phones did not fail over with the circuit. IT will be investigating a way to allow the phones to fail over to the Comcast circuit when there is a service disruption.