Apr 19, 13:08 PDT
Overnight our team monitored VConsole devices and systems. All systems performed correctly, and we found no additional occurrences of this issue. Some VoIP devices may need to be restarted to update the configuration that resolves this issue.
We sincerely apologize for this incident to all affected VConsole customers.
Apr 19, 08:29 PDT
The team will continue monitoring this issue and our 24/7 support team is available as always. We are contacting all VConsole customers affected by this issue to verify it is resolved at their location.
Customers on the Dash platform are not impacted by this incident.
Apr 18, 20:18 PDT
We will be reaching out to affected customers tonight and tomorrow to confirm issues are resolved. Our Support and Engineering team is continuing to monitor the progress throughout the evening.
Apr 18, 19:09 PDT
We are continuing to monitor the update rollout and seeing positive results for affected customers and devices.
Devices may need to be rebooted for the update to take effect.
Apr 18, 18:43 PDT
The update rollout is proceeding as expected. We have verified correct call routing for affected devices we have tested.
Apr 18, 17:47 PDT
We have pushed the routing update for VConsole VoIP Devices out to production. VoIP devices should start receiving the update in 5 minutes but may take up to 1 hour to receive the update. We expect most phones to be fully updated in 1-2 hours.
Rebooting VoIP phones may be required to restore complete service for older devices.
Apr 18, 17:05 PDT
We have identified the underlying issue affecting some customers still experiencing routing issues with VoIP Phones on VConsole. At 5 PM PST we will push updated routing for VConsole VoIP phones that should resolve the issue for all customers.
The update will take between 1-2 hours to reach all customers. Customer may need to reboot older devices to ensure the update is active.
We will post updates this evening with the status of the rollout.
This incident does NOT affect customers on our Dash platform.
Apr 18, 15:46 PDT
A small number of VConsole customers are still experiencing issues with VoIP phone registration and call routing. Our support team is working with these customers to identify and resolve the issues.
Our team is contacting customers who experienced this issue to ensure any issues are resolved.
We deeply apologize for the inconvenience this caused for customer affected by this incident. If you are still experiencing this issue and have not heard from our team, please contact our support team.
We will be scheduling urgent maintenance over this coming weekend to address the underlying cause of this issue. This may require affected customers to reboot their phones in the event their devices do not properly update.
Apr 18, 12:28 PDT
We are aware of an issue with some customer's VOIP Phones on Vconsole not properly registering. We are gathering information about the affected ISPs / Routers & devices while we investigate.
Dash customers are not affected by this issue.
Apr 18, 07:02 PDT