Incident Report Number: 2015-020

Centrex Phones

Ticket Number: INC0029908

Major Incident Number: MIR0001074
What happened?

Centrex wired phones that provide landline telephone service experienced an issue.

Who was affected?

Centrex wired phone users at Agri­Food Discovery Place located in South Campus and Vanier House located in Michener Park were affected by this outage.

What was the impact?

The affected users were not able to place or receive phone calls using their Centrex phones.

What was the timeline of the incident?

Start: 2015/06/16 09:05 ­ IST received reports reports the Centrex wired phones located in Agri­Food Discovery Place, South Campus were unavailable. IT support analysts began working on the issue.
2015/06/16 09:25 ­ IT support analysts determined this issue was a vendor related. A ticket was opened with third party vendor support for further investigation and resolution.
2015/06/16 11:15 ­ IST received reports that Centrex wired phones located in Vanier House, Michener Park were also unavailable. This was also escalated to third party vendor support.
End: 2015/06/16 16:30 ­ Service was restored.

What was the root cause of the incident?

A number of copper cables were inadvertently disconnected at the Strathcona wire centre by the third party vendor.

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

Not Applicable


The affected cables were reconnected by the vendor and labelled to prevent this from happening again.

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



Not Applicable