Incident Report Number: 2015-018

PBX Telephones Campus Saint-Jean

Ticket Number: ​INC0027912
Problem Number: PRB0010112
Major Incident Number: MIR0001070
What happened?

PBX (Private Branch Exchange) telephones experienced an issue.

Who was affected?

All PBX telephones in Campus Saint­Jean were affected by this outage.

What was the impact?

The affected users were not able to use their PBX telephones to perform their daily activities.

What was the timeline of the incident?

Start: 2015/05/09 11:00 ­ IST received reports of PBX (Private Branch Exchange) telephones located at Campus Saint­Jean were unavailable.
2015/05/11 08:30 ­ IST began investigating this issue..
2015/05/11 08:45 ­ Further investigation determined this was a third party vendor issue and it was escalated.
2015/05/11 11:05 ­ The cause was discovered to be faulty power supplies on a PBX switch. Replacement parts were obtained and being delivered to the site for installation.
End: 2015/05/11 13:00 ­ The faulty parts were replaced and service was restored.

What was the root cause of the incident?

A PBX switch became unavailable due to both redundant power supplies failing at the same time.

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

Not Applicable



Resolution

The faulty power supplies were replaced.

What are any recommendations to prevent this incident from occurring again?
  • Create a Knowledge Base article (KBA) for University of Aberta users to guide them on who to contact if they are having issues with their PBX phones.
  • Investigate if the vendor can remotely monitor PBX switches for power alarms
Updates

Not Applicable