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Author: Leslie Smith
[RESOLVED] UNPLANNED OUTAGE: Intermittent Denison Phone Call Audio Issues
Update 10/11/2024 5:55PM:
The phone vendor has implemented a fix and subsequent tests have indicated the audio issue appears to be resolved.
If you experience a problem with not being able to hear a caller, please report the issue to the Denison operator over the weekend (740-587-0810) or to the ITS Service Desk during the week (740-587-6395 or servicedesk@denison.edu). Please report the calling number, your Denison phone number, and the date/time of the call.
Update 10/11/2024 2:58PM:
The phone vendor is continuing to work to diagnose and correct the issue. Additional updates will be posted here as soon as they are available.
Original Post 10/11/2024 11:59AM
ITS has received reports of intermittent audio issues with incoming calls from non-Denison phone numbers. The caller can hear the Denison party, but the Denison party cannot hear the caller. The issue does not recur when the caller calls back. This has been reported to the phone vendor as an urgent issue and is actively being investigated. Updates will be posted here.
Workaround: If you receive a call and cannot hear the caller, please let the caller know you cannot hear them and request that they call back.
If you have any questions, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.
[COMPLETED] Phone System Service Interruptions During Update Sun 8/11 10pm-Mon 8/12 4am
Update 8/12/2024 8:00 AM
The phone update is complete. If you experience any phone issues, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.
Original Post 8/9/2024:
As part of a Denison phone system update, phone services (including all inbound and outbound calls) will be unavailable during the following approximate times:
- Sunday, 8/11: 11:30pm-12:00am
- Monday, 8/12: 1:30-2:00am
The timing may vary somewhat. To avoid dropped calls, please avoid using Denison phone services during the entire update window of Sunday, 8/11 at 10:00pm to Monday, 8/12 at 4:00am if possible.
For issues after the update, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395. If you encounter problems before 8:00am, please notify the Denison operator at 740-587-0810.
Denison HP Laptop Users – Heads Up Regarding Potential Wired Internet Connectivity Issue
ITS has received a number of reports over the past few weeks from Denison faculty and staff with HP laptops related to sudden difficulty getting to the web sites over a wired internet connection. Generally individuals report seeing a security alert saying “Your connection is not private”.
While action is required, this is NOT a security concern. ITS has diagnosed the cause to be a recent HP update that affects how laptops connected to HP docking monitors or docking stations are recognized on the network.
The immediate workaround is to connect to the eduroam wireless network and disconnect your Ethernet cable. (Unless your Ethernet cable is disconnected, your computer will continue to try to connect to the wired network even though you have selected the eduroam wireless network.) Steps:
- At the bottom right of your screen, click the Network icon and select the eduroam option with the WiFi icon beside it. NOTE: If you are prompted for a username and password for eduroam, please instead select Denison-JoinWiFi and then go to joinwifi.denison.edu and follow the onscreen prompts to connect to eduroam.
- Disconnect the Ethernet cable that is plugged into your docking monitor or docking station from the most convenient end point.
- If the network cable runs from your docking monitor/docking station to your phone, disconnect it from the phone.
- If the network cable runs from your docking monitor/docking station to a wall jack, disconnect it from whichever end is most accessible.
To have a permanent fix put in place for your computer so you can use the wired network, please email the ITS Service Desk at servicedesk@denison.edu with the Denison inventory number of your HP laptop and several time windows when an ITS staff member could visit you on-campus to apply the fix.If you have further questions or concerns, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.
FYI on “CampusGroups for Zoom is approved to use” Email
The “CampusGroups for Zoom is approved to use” email is a legitimate email. This Zoom app is relevant to those who either wish to hold virtual events or schedule virtual meetings via Zoom through What to DU (aka CampusGroups). In order to take advantage of this functionality, you must have a Denison Zoom account (see Are You Fully Set Up with Zoom for details) and be either using the Meeting Scheduler or setting up events in What to DU.
If you have questions about Zoom, please see the Denison Zoom User Guide or contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.
COMPLETED: Phone Upgrade Complete – Delayed Email Notifications Being Delivered
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.
RESOLVED: Canvas 2022-2023 Enrollment Restored
Update 7/10/2023 11:10AM:
The 2022-23 enrollment has been restored in Canvas. If you see any missing information, please report it to the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.
Original Post: 7/10/2023 10:55AM
On Monday, July 10, ITS identified that enrollment from the 2022-2023 academic year is missing in Canvas. We are working with Canvas to determine the cause and will update this post when we have more information. If you have additional questions, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.
[COMPLETED] EMERGENCY OUTAGE: Registration System Unavailable Fri 6/9 from 1:00-1:10PM for Emergency Update
Update 6/9/2023 1:20PM
All maintenance has been successfully completed.
Original Post:
ITS will be performing an emergency update to the registration system from 1:00-1:10PM to address the cause of the brief 6/7/2023 outage. Only the registration system will be unavailable during this time. This post will be updated as soon as it is completed.
COMPLETED: Xtender Unavailable on 6/8 from 6:30-7:30AM for Update to Address Indexing Issue
Update 6/8/2023 7:20AM
All maintenance has been successfully completed.
Update 6/7/2023 10:30AM
ITS will be updating Xtender on Thursday 6/8/2023 between 6:30-7:30AM. Please DO NOT access Xtender during this time period. After 7:30AM, please clear your cache in Chrome OR open an incognito window in Chrome before accessing Xtender. If you continue to have problems, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.
Original Post 6/6/2023 2:40PM
UNPLANNED SERVICE ISSUE: Xtender Not Allowing Indexing 6/6/2023
ITS has received several reports that the ID parameter in Xtender is currently unavailable so documents cannot be indexed. This appears to be due to a recent Chrome browser update. The vendor has issued a hotfix and ITS is testing it now. This post will be updated as soon as a timeline for correction is available. If you have any questions, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.
COMPLETED: PLANNED MAINTENANCE – Denison Desk Phones – 5-min. Rolling Outage Tues. 5/23 6:00-7:00AM
Update 5/22/2023 4:00PM
Early completion of the Cisco desk phone firmware update has occurred so the 5/22/2023 planned maintenance and rolling outage window is no longer needed.
Original Post 5/17/2023
Each Denison Cisco desk phone will be unavailable for approximately 5 minutes between 6:00 and 7:00AM on Tuesday 5/23/2023 while it receives a firmware update and reboots. After the update, the phone should return to its normal resting state. If you are on a phone call when your phone receives the firmware update it will wait until your call ends to install the update.
If your phone exhibits any issues after 7:00AM on Tuesday 5/23/2023, please report the issue to the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.