[WXC/VFX] Xnet Down 2010-04-06

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Xnet Down 2010-04-06

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aw

279 posts

Ultimate Geek

#315497 6-Apr-2010 20:51

Hi Maverick,

PM sent with details as requested.

I'd also like to say thanks for keeping us informed. It's good when I can pass on meaningful information to relatives and clients. It makes them so much more patient with and understanding of the fault (<rant>KiwiRail, Veolia take note!</rant>)

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Dratsab

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#315500 6-Apr-2010 20:56

Got home a few minutes ago and found I didn't have an internet link. A quick(ish) reset of the router and the world is good again. Pleased that I was at the gym and missed the outage!

RedJungle: Thanks for keeping us in the loop maverick, it's much appreciated.

+1 - great work.

maverick

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WorldxChange

#315616 7-Apr-2010 06:46

aw: Hi Maverick,

PM sent with details as requested.

I'd also like to say thanks for keeping us informed. It's good when I can pass on meaningful information to relatives and clients. It makes them so much more patient with and understanding of the fault (KiwiRail, Veolia take note!)

Thanks for that, so had a look and see why it didn't go to VM... just a small config issue.

You only have send busy calls to Voicemail not unanswered calls , You need to have in Messaging Voice Management "send unanswered calls to Voicemail"

Good way to test is make a call as normal, then unplug your router or device so simulate a down network, Calls should then automatically go to VM.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

aw

279 posts

Ultimate Geek

#315627 7-Apr-2010 08:04

Ah yes I see the same behaviour if I turn my modem off and try to call the VFX number.

I'd set it up like that so that, in theory, my Asterisk PBX at home would handle unanswered calls itself after 30 seconds of ringing. The idea was that VFX voicemail would take a message only when for whatever reason the Asterisk box could not, ie if the line was busy or the Asterisk box was unreachable/down.

(sorry forgot to mention earlier that those two numbers go to an Asterisk box)

We prefer a ring time of 30 seconds as it seems otherwise we often almost, but don't quite, make it to the phone in time at 20 seconds! VFX's max under Incoming Calls > CFNA seems to be 20 seconds.

(IIRC "number of rings" really means "number of seconds", is that still true?)

Is there a way to configure VFX voicemail to take the call if unreachable, but not on no answer?

(sorry if this is drifting OT)

gished

276 posts

Ultimate Geek

#315640 7-Apr-2010 08:40

Hey Maverick I mentioned this to the helpdesk person I eventually spoke too yesterday but it would really really really be appreciated if the support lines automated response was updated with outages immediately after they are identified - not an hour later. They had one up regarding a vfx outage on rotorua but nothing regarding dsl for the rest of the country as of 5:40 last night

Its a small thing, but would have probably saved a few hundred calls to your helpdesk (and a bit of frustration while trying to get through)

maverick

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#315642 7-Apr-2010 08:47

aw: Ah yes I see the same behaviour if I turn my modem off and try to call the VFX number.

I'd set it up like that so that, in theory, my Asterisk PBX at home would handle unanswered calls itself after 30 seconds of ringing. The idea was that VFX voicemail would take a message only when for whatever reason the Asterisk box could not, ie if the line was busy or the Asterisk box was unreachable/down.

(sorry forgot to mention earlier that those two numbers go to an Asterisk box)

We prefer a ring time of 30 seconds as it seems otherwise we often almost, but don't quite, make it to the phone in time at 20 seconds! VFX's max under Incoming Calls > CFNA seems to be 20 seconds.

(IIRC "number of rings" really means "number of seconds", is that still true?)

Is there a way to configure VFX voicemail to take the call if unreachable, but not on no answer?

(sorry if this is drifting OT)

Number of rings is the number of standard PTC New Zealand ring tones if you have this configured correctly.

To send calls to Voicemail if device is down is use call forward unreachable send the calls to 082210 which is the voice portal, try that and see how how you go.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

maverick

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#315643 7-Apr-2010 08:50

gished: Hey Maverick I mentioned this to the helpdesk person I eventually spoke too yesterday but it would really really really be appreciated if the support lines automated response was updated with outages immediately after they are identified - not an hour later. They had one up regarding a vfx outage on rotorua but nothing regarding dsl for the rest of the country as of 5:40 last night

Its a small thing, but would have probably saved a few hundred calls to your helpdesk (and a bit of frustration while trying to get through)

Agreed, something we are looking at, normally this is done by certain staff but unfortunatly all staff were not avialable at that time and remote access for them was an issue due to the dsk problem, Catch 22 and Murpheys law all at once.

Something we need to address.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

aw

279 posts

Ultimate Geek

#315678 7-Apr-2010 10:23

maverick:
To send calls to Voicemail if device is down is use call forward unreachable send the calls to 082210 which is the voice portal, try that and see how how you go.

Yep that's done it - thanks :)

sultanoswing

814 posts

Ultimate Geek

#315679 7-Apr-2010 10:25

maverick:
gished: Hey Maverick I mentioned this to the helpdesk person I eventually spoke too yesterday but it would really really really be appreciated if the support lines automated response was updated with outages immediately after they are identified - not an hour later. They had one up regarding a vfx outage on rotorua but nothing regarding dsl for the rest of the country as of 5:40 last night

Its a small thing, but would have probably saved a few hundred calls to your helpdesk (and a bit of frustration while trying to get through)

Agreed, something we are looking at, normally this is done by certain staff but unfortunatly all staff were not avialable at that time and remote access for them was an issue due to the dsk problem, Catch 22 and Murpheys law all at once.

Something we need to address.

Thanks for the info maverick - it's appreciated.

On a similar vein, and as I've asked about before, any chance of a 'twitter'-style cell phone announcement when the network goes down?

For those of us without an alternate internet connection & whose phone line is reliant on the internet being up (Vfx), a cell phone text update about the outage is the only way we know that it's not just a problem with our individual connection (short of going around the neighbour's house at 1am!). It will certainly also save help desk calls from cell phones to Xnet.

JayADee

2091 posts

Uber Geek

#315721 7-Apr-2010 12:18

True about the phone message update. I waited to see if the outage would resolve itself, then after an hour and a half and router log telling me it was an authentication problem, finally rang on the cell and after a short wait was told my connection was up even as we spoke and had been for ten minutes. Between ringing and waiting on hold the connection managed to re-establish. Could have saved phone support a call and me ten minutes on the emergency cell and we'd both be happier. ;) Kudos for the support on here though, even if I couldn't see it. Can't wait to get my iphone.

andynz

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#315741 7-Apr-2010 13:01

A big thanks to Maverick for your response on this forum. It's part of why I stay loyal to Xnet for HSI and VFX.

Annoying though yesterdays outage was, I really appreciate letting us know what is behind it, it makes all the difference over companies such as Telecom to communicate with someone.

maverick

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#315773 7-Apr-2010 14:37

Just an update, the phone message was being updated at the time but we had a issue with our IPFX PABX system in that it would not save the new message for whatever reason... As you have all pointed out this would have saved a bit of time for every one.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

nate

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#315786 7-Apr-2010 15:28

maverick: Just an update, the phone message was being updated at the time but we had a issue with our IPFX PABX system in that it would not save the new message for whatever reason... As you have all pointed out this would have saved a bit of time for every one.

Time to replace IPFX with a Quadro IP PBX eh?

sultanoswing

814 posts

Ultimate Geek

#315809 7-Apr-2010 16:34

maverick: Just an update, the phone message was being updated at the time but we had a issue with our IPFX PABX system in that it would not save the new message for whatever reason... As you have all pointed out this would have saved a bit of time for every one.

...except those on Vfx who can't access the phone message short of using a cell phone - but surely a mass-text / twitter style system would be cheaper than having people hanging on the 0800 number via cell phone?

(Actually, IIRC the last time this came up, the advice then was to use a cell phone to the 0800 help line to check network status during outages).

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