2015.10.01 ACB / call routing issue

Start of issue: 2015.10.01 13:45 PST

Resolution: 2015.10.01 14:00 PST

Description: At approximately 13:45 network engineers noticed a large number of short duration calls. This spike in call volume increased load on the logging and reporting systems initially suspected as a cause of a call completion issue. Investigating it was determined that calls were being routed, but not able to be completed at an upstream carrier.

Normally the system detects calls that can not be completed and reacts by finding an alternate route to attempt to complete the call through. In this instance, the call appeared to be completing until the audio message was heard indicating the call was not completing. The issue affected a portion of outbound calls only. Only outbound calls were affected. Inbound calls appear to have suffered no disruption.

During the issue callers attempting to dial out may have heard "All Circuits Busy" while attempting a call.

The issue has been escallated with the carrier involved, and they have been removed from routing options to ensure the issue is not repeated.

Engineers will review after receiving an RFO to determine if the reported causes have been mitigated prior to re-adding the carrier to our routing policies.

Future: We will continue to improve the speed of detection of routing / call completion issues, while acknowledging that some issues are difficult to detect in an automated fashion.

Conclusion: We appologize for the inconvenience this may have caused; however, it's worth noting that the issue was handled in only a few minutes and that our platform allowed us to route around the issue with minimal disruption. A single carrier service could have been down for an extended period.

Please contact us with any further concerns.

 

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