Incident Report Number: 2015-015

VoIP and PBX Phones

Ticket Number: ​INC0027201

What happened?

The service which delivers voicemail messages to email from VoIP (Voice over Internet Protocol) and PBX (Private Branch Exchange) telephones experienced an issue.

Who was affected?

Users on VoIP and PBX telephones who use voicemail to email may have been affected.

What was the impact?

Delivery of voicemail messages to email were delayed.

What was the timeline of the incident?

Start: 2015/04/28 10:15 ­ Some users that use the voicemail message to email service reported they were not receiving the emails.
2015/04/28 10:20 ­ IT support began to investigate this issue.
2015/04/28 10:50 ­ Root cause was determined and corrective measures were taken.
2015/04/28 11:00 ­ Service was restored.
End: 2015/04/28 11:55 ­ Confirmation was received that issue was resolved.

What was the root cause of the incident?

There was a configuration issue with the voicemail to email services.

What was the work around and resolution for the incident?
Work Around

Not Applicable


A change was made to the configuration of the voicemail to email services so it would connect to the correct email relay server.

What are any recommendations to prevent this incident from occurring again?

Investigate the possibility of monitoring connections made to the email relay servers for failures.


Not Applicable