John, You're killing us. I got no work done yesterday because every site was down
What's your business continuity plan?
Have changed DID to forward to mobile temporarily which seems to be working.
This works for me too, so may be a good option till this is cleared up.
setup a linehunt
Can anyone supply instructions for this or point us to the wiki entry?
Edit:
I realise that there is http://wiki.telecube.com.au/d
But it is not resolving
Good instructions here:
http://wiki.telecube.com.au/
Line hunting (or hunt group) is the method of distributing phone calls from a single telephone number to a group of several phone lines. Specifically, it refers to the process or algorithm used to select which line will receive the call in a sequential manner (e.g. 1st number then to 2nd number, then to 3rd number, and so on). This gives you an option to use not only VOIP extensions but external numbers such as your mobile or standard home service as well.
This feature allows calls to be forwarded to another line if the first line is unable to pick up the call.
To add a hunt group, log in to your account. Go to the 'Services' area, click on 'Add New' tab. Select 'LineHunt (Hunt Group)' option.
Configure its settings:
Input Label Name. Wait for the system to create the Hunt Group. Then, go to 'Services'. Click on 'Manage' next to the hunt group name.
Select extensions or numbers to hunt and associate a voicemail if desired.
Input desired Ring Timeout.
Possible Sequences:
Digital Extensions > Mobile Number
Digital Extension > Mobile Number > Voicemail
Call Queue > Mobile Number > Voicemail
Finally you will need to go into "manage" option for your DID and select Line Hunt at "Profile Type" input box.
Update
We're moving ahead with DDoS Protection with Micron21, hopefully it should be in place by the end of the day.
In the meantime we'll keep trying to shuffle traffic around the attacks and you should be able to route incoming calls to mobiles or fixed lines.
Apologies again to those affected, I expect to have it resolved through the day.
But it is not resolving
Screenshots just in case:
http://s32.postimg.org/haxt8hclx/lh01.jpg
What's your business continuity plan?
Even Telstra lost services for a day (twice) in recent times.
Good instructions here:
Thanks.
and
Wamuran4512
It did eventually resolve but after the above posts.
Having trouble with outgoing calls as well. Due to Telecube SIP servers giving a false OK registration outgoing calls hang doing nothing for 30+ secs then Telecube servers accept the call and you hear the call ringing but the call never rings the destination at all!
Phantom ringing now for both incoming and outgoing calls.
John, I would prefer if your servers rejected registration until the problem is fixed rather than give a false registration that screws up our outgoing call routing and has incoming calls ring out rather than be rejected.
Even Telstra lost services for a day (twice) in recent times.
My point was not to rely on a single provider where practical, regardless of who it is.
Screenshots just in case:
http://s32.postimg.org/haxt8hclx/lh01.jpg
http://s32.postimg.org/r94zpqhw5/lh2.jpg
http://s32.postimg.org/pqnu9cwet/lh3.jpg
Thank you :) A++++
It's hurting us now but once resolved it will make the network stronger, I'm sincerely sorry to those that are affected.
+1
Understand entirely about this being an issue that is beyond Telecube's control, but it would be great if there was communication of the issues outside of Whirlpool (only just thought to check here after the phone line didn't work).
Agree 100% � the last place I thought to go looking was Part 4 of the Telecube Whirlpool offer thread.
The support phone lines are just ringing out, surely there could have been a recorded message explaining the outage and no one was available to answer calls. And what about a 'current service status' page on the Telecube website ? Surely it wouldn't bee hard to get some traffic light style monitoring that customers could refer to when there phones aren't ringing.
At the very least there should be a seperate 'Telecube outage' or a 'Telecube issues' thread here on Whirlpool rather than throwing all of this banter in a service offer thread.
In my IVR I am diverting all options to mobile phones, but the mobile phone doesnt receive the call
it ends up on the mobile phone users voicemail.
- the caller hears the phone ringing. so obviosulty the 'network' is not placing the call.
the last place I thought to go looking was Part 4 of the Telecube Whirlpool offer thread.
You may find this is a "whirlpool" issue. Perhaps providers are not allowed to start or have multiple threads.
For me personally, it was the first place I looked because I always firstly assume that other people are having the same issues and move on from there.
Also agree that there needs to be better support communication. Also experienced no answer on support line, no email response on Murray's or the support email address. I have a large customer base on TC and I look like a goose when I have no information or explanation or ETA on the situation and have to trawl Whirlpool for answers! I'm a huge fan/supporter of TC, but managing customer expectations with good communication is definitely something that I would like improved. Agree with a Status page that is kept up to date. Look forward to having the current issues resolved. Keep up the good work John!
Yes please, like many others, this is costing us money. We really, really do need either an SMS broadcast to mobiles or a goto page for status updates when faults like this occur.
Due to Telecube SIP servers giving a false OK registration
Even on-net extension to extension calls are failing.
lso agree that there needs to be better support communication. Also experienced no answer on support line, no email response on Murray's or the support email address.
One of the serious side affects of a small service provider outage is that its a catch 22, their support area gets overloaded with enquiries but its the same people that handle the communications, and in this case the same people are doing the fixing.
If it was telstra, then sure you can get through to support, who will tell you its broken, and give no details nor an eta, because they dont have any info, and are under instructions not to annoy the higher levels of support, who are busy trying to solve the problem. So despite the ability to speak to someone, you are no better off.
The best thing we can all do right now, to get this solved quicker, is dont overload them with enquiries, nags and feedback, Save that for later. Also now is not the right time to work on their communication platform.
Also now is not the right time to work on their communication platform.
I completely agree, but I hope it happens as a result of this episode.
I suspect that DDoS is what is causing my FreePBX server to not register. All good; thought it was my fault and was about to open a support ticket.
Actually, on an unrelated note:
John, on the Telecube site in Extension Settings, it lists the SIP server as
sip.telecube.com.au
In the wiki here, it's
sip.telecube.net.au
Which one do we actually use? :)
Which one do we actually use? :)
Officially .. .net.au .. however .com.au should work too but is still under development
I completely agree, but I hope it happens as a result of this episode.
Definitely a high priority
Which one do we actually use? :)
When you add an extension in the portal, it defaults to sip.telecube.com.au so it looks that is the one TC would like us to use, although .net should still work also.
edit: just saw John's post. Looks like it is the other way around. Strange that the portal wants us to use .com.
I'm aware there's ongoing issues with Telecube � in Perth, I cannot connect at all to the SIP provider � I get the following error:
Problem at server (Sip error 408). Try again later.
Any ETA for a fix? Without being able to connect to the SIP servers at all, I can't make local or international calls, it's a dead line.
Update
A permanent fix is very close, we've peered up with Micron21 now and as soon as they can take our routes traffic will pass through their scrubbers and we should be back to normal.
Once we have a resolution there'll be an email sent out to all customers explaining the events and the solution we have implemented.
Thank you for your patience and apologies again.
then sure you can get through to support, who will tell you its broken, and give no details nor an eta, because they dont have any info, and are under instructions not to annoy the higher levels of support
In most ISPs/telcos, the engineering teams have no interaction with the support team � they know things are going wrong by using their own monitoring tools, not by the call centre stats.
This said, Telecube really do need an outage notification system of some sort.
Come on, John. You've got a support staff member, don't you? How are they not tasked with sending out email updates? Website status alert? SMS?
*Staff member asks me if there's any update*
*I scour a whirlpool offer thread*
"Oh it'll be back 'in minutes now'"
*Wait an hour*
"..."
*I scour the thread again*
"Oh I need to update your phones to point to some other IP"
*nup*
"Oh that was already out-of-date info"
My bosses confirmed with me that it isn't April 1st.
I'd better get back to scouring this thread instead of complaining.
This said, Telecube really do need an outage notification system of some sort.
Yep I agree and it's going to be implemented as soon as this is all over.
Officially .. .net.au
That's what I thought. *goes to fix*
If I may suggest: A write up similar to this � detailing it from your point of view. It did wonders for the company in question.
The .net.au SIP server is back for me
.com.au still down.
So slowly switching extensions over
The .net.au SIP server is back for me
Thanks, I just moved mine over to .net.au and my extension came back to life!
The .net.au SIP server is back for me
They might register but do inbound/outbound calls actually work?
No point having registration say OK only to have it screw up your routing priority.
I've noticed the com.au hostname now points to Rackspace cloud servers. Is that the DDoS protection server?
They might register but do inbound/outbound calls actually work?
No point having registration say OK only to have it screw up your routing priority.
Yeah, I've been online all day according to my handsets, but can't make or receive calls.
Just waiting patiently for them to come back. We're getting voicemails...so not too worried
I've been online all day according to my handsets, but can't make or receive calls.
Reboot your router and handsets/ata. May have some bad route or DNS info.
from TPG the routes look good, latency is acceptable.
2 bri-sot-wic-bras4-loopback20.tpgi.com.au (10.20.20.248) 17.991 ms 18.996 ms 20.338 ms
3 203-219-166-2.static.tpgi.com.au (203.219.166.2) 21.321 ms 22.739 ms 24.397 ms
4 bri-nxg-alf-csw1-tengi-4-3.tpgi.com.au (202.7.162.130) 88.462 ms 90.677 ms 92.063 ms
5 183.177.59.30 (183.177.59.30) 92.471 ms 93.815 ms 94.217 ms
6 sip.telecube.net.au (103.193.167.41) 95.136 ms 87.111 ms 87.822 ms
[2016-05-17 14:02:11] NOTICE[5001]: chan_sip.c:12104 sip_reg_timeout: � Registration for 'XXXXXX@sip.telecube.net.au'
timed out, trying again (Attempt #130)
Coming via megaport IX my eyeBeam Softphone registers but can't make calls.
Reboot your router and handsets/ata. May have some bad route or DNS info.
Oh ok, wasn't sure if it was ready to be working again yet. Will try
I've been online all day according to my handsets, but can't make or receive calls.
Setup a re-direct to your mobile or voice mail,
Instructions here
I've been online all day according to my handsets, but can't make or receive calls.
Yep, that's why I suggested to John at 10:30am to deny registration if calls can't be made and a few minutes later .com.au registrations stopped being accepted (assume John made the change).
Before that incoming calls were ringing out without notifying extensions and outgoing calls were hanging then indicating the destination was ringing when it wasn't. I'd rather have registration show as failing than have calls appear to ring out when they haven't rung at all.
Reboot your router and handsets/ata. May have some bad route or DNS info.
No go. That's ok...happy to wait
Oh ok, wasn't sure if it was ready to be working again yet. Will try
I had a try at home about an hour ago so thought it was all working, thought might have been heading out through my other VSP now that you mention that.
Hey guys .. let's move this to a dedicated outages/support thread please.
I had a try at home about an hour ago so thought it was all working,
Registration to .net (new server) is working but Invites only get as far as Trying then nothing.
Edit . To late sorry I posted too soon.
Is it possible to add a mobile to a ring group?
I think this would allow me to leave a mobile connected and ringing all the time. If there is an outage like this at least I won't miss all the incoming calls
I have changed my line hunt to ring the mobile, this seems to be a temporary solution to get by until things are sorted
pepe
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