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SHPBX Upgrade Issue - Update - 29/03/2019 - 15:10
Posted by Adam Howard on 29/03/19 - 15:10
Good Afternoon,

Firstly sincerest apologies for the continued issues below Nimans are doing all we can to support you through responding to your tickets and pressuring our platform partner to deliver frequent updates and a resolution to all issues as quickly as possible.

We would ask that where possible you communicate with us through the ticketing system during this time.

This is only affecting some customers not all, our platform partner have been working on replicating this issue in their test environments but cannot match exact scenario, they do have a lot of traces from our end and have tried some workarounds one of these being applied last night but after contacting some effected partners this proved to not work. They are continuing to work on the inbound issue and will update us accordingly.

Our platform partner has referred to an issue with call transfers which none of our partners have reported at all since the upgrade but I want to make sure I am clear on the details in the event you have reports of this from your customers please log a ticket with us including call examples.
The issue is when the soft switch attempts to connect the caller and the REFERED (new account) together, it loses the call-leg. Essentially if an extension receives a call then attempts to transfer to another account the person calling inbound and the person you are transferring to will both be cut off.
If you are affected by this please log a ticket with us.

Voicemail to Email and Fax to Email
14:40: We believe this is now within the power of Nimans to resolve! Our platform partner has advised we need to make some changes to the Sender Policy Framework on our mail server to resolve the issue with emails failing to be received. A ticket has been logged with our IT department to request these changes we have escalated this to be resolved as quickly as possible.

15:00 Our IT department have confirmed they have made the changes and we will be undertaking some testing shortly.

We really hope this is something that we can resolve so we can reduce the impact these changes have had on you and your customers.

Inbound Calls to Voicemail
This issue is affecting a limited amount of customers as it’s a very specific scenario. Inbound calls are cut off when they should be routed to voicemail when I have tested this personally I am either hearing a dead tone or the call is being cut off our platform partner is informing me they get a busy tone. Our platform partner are working through examples with the platform vendor and doing all they can to progress this. The cause of this is making changes to voicemail settings from within the front end I have asked our partner to temporarily disable this for the moment. This can be done using the web self-care feature on the PortaOne platform or please raise a ticket to us if you want us to make these changes on your behalf.

Assume Identity Issue
Our platform partner has a temporary fix in place but this has to be periodically re-implemented. If we observe the issue we are contacting our platform partner to ask them to re-enable and given the amount of time we spend using the portal we are picking this up fairly quickly. Please feel free to call us should you experience this issue for any length of time and we can request they apply the fix. A permanent fix is being worked on and we pushing for this to be resolved.

We will do all we can to provide regular updates and are sincerely sorry for the issues as a result of this. Thank you for your patience.

Kind Regards

Nimans Technical Team

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