COMPLETED: Phone Upgrade Complete – Delayed Email Notifications Being Delivered

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Update 7/24/2023 9:30AM

The phone vendor has upgraded and restarted the email notification service for voicemails and delayed voicemail messages are being delivered. All delayed notifications should be delivered by 10:45AM. If you have any questions or experience any issues, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

Update 7/23/2023 11:00PM

Based on the most recent vendor communication, restoration of the email notification service for voicemails is expected by 10:30am on Monday, 7/24.

Update 7/22/2023 3:30PM

While the phone system upgrade is largely complete, email notifications for voicemails are still not functional. The phone vendor’s efforts to restart the service have not been successful and additional resources are needed to address the issue. At this point, service restoration is not expected until Mon 7/24. Please check voicemail via phone until the email notification service is restored.

Update 7/22/2023 9:30AM

The phone vendor completed the upgrade process overnight. Post-upgrade testing has revealed a potential issue with delivery of email notifications for voicemails. That has been reported to the phone vendor for investigation and this post will be updated as soon as possible with more information.

All other phone services are operational. If you have any questions or experience a phone issue, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

Update 7/21/2023 1:00PM

The backend phone system upgrade will continue tonight Friday 7/21 beginning at 8:00pm and ending Saturday 7/22 by 6am. During this time, please plan on keeping any phone calls on Denison Cisco phones brief (less than 5 minutes). If you need to make a call longer than 5 minutes, please use a non-Denison phone.

Expected service interruptions during the overnight upgrade:

  • Each Denison Cisco phone will reboot 4 times taking <2 minutes each time. If you are on a call,  the reboot will NOT occur until the call is completed UNLESS the call is longer than 5 minutes. Please do not plan on holding phone conversations longer than 5 minutes on a Denison phone during this time. 
  • In the unlikely case an inbound call comes into a line right as that line’s failover is happening, it might not complete. If so, the caller would likely call again and it should complete normally given an expected outage of <2 min when a line’s failover occurs.
  • There will be up to 4 brief delays (<2 minutes each) in processing inbound and outbound faxes.
  • Elevator, Blue Light, and other non-Cisco phones will have up to 4 brief (<2 minute each) interruptions in service. If you make a call and it does not complete, please try again in a minute or two.

If you have any questions or experience a phone issue after the upgrade, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

Update 7/21/2023 6:40AM

The phone system upgrade process has not yet been completed and a further upgrade window will be required. This post will be updated as soon as it is scheduled.

In the meantime, all phone services are operational. If you have any questions or if any phone service is not working as expected, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

Update 7/20/2023 6:50AM:

Denison Phone System Upgrade Continues Overnight 7/20-21 – Keep Any Denison Phone Calls Short!

The backend phone system upgrade is well underway but is not yet complete. All phone services are operational for Thursday 7/20/2023 but another upgrade window is needed from Thursday night at 8:00pm through Friday at 6:00AM. During this time, please plan on keeping any phone calls on Denison Cisco phones brief (less than 5 minutes). If you need to make a call longer than 5 minutes, please use a non-Denison phone.

If you have any questions or if any phone service is not working as expected today, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

Original Post 7/17/2023:

Denison Phone System Upgrade Overnight 7/19-20 – Keep Any Denison Phone Calls Short!

Denison’s phone vendor will be performing a significant backend phone system upgrade overnight starting on Wed. 7/19 at 8pm and completing on Thurs. 7/20 by 6am. This upgrade will result in a number of brief service interruptions. During this time, please plan on keeping any phone calls on Denison Cisco phones brief (less than 5 minutes). If you need to make a call longer than 5 minutes, please use a non-Denison phone.

Expected service interruptions during the overnight upgrade:

  • Each Denison Cisco phone will reboot 4 times taking <2 minutes each time. If you are on a call,  the reboot will NOT occur until the call is completed UNLESS the call is longer than 5 minutes. Please do not plan on holding phone conversations longer than 5 minutes on a Denison phone during this time. 
  • In the unlikely case an inbound call comes into a line right as that line’s failover is happening, it might not complete. If so, the caller would likely call again and it should complete normally given an expected outage of <2 min when a line’s failover occurs.
  • There will be up to 4 brief delays (<2 minutes each) in processing inbound and outbound faxes.
  • Elevator, Blue Light, and other non-Cisco phones will have up to 4 brief (<2 minute each) interruptions in service. If you make a call and it does not complete, please try again in a minute or two.

If you experience a phone issue after the upgrade, please report it to the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.