Description:
Inbound calls to the support telephone lines were receiving a busy signal.
Impacted Services:
Impacted Customers:
Cause:
Calls were not reaching the 2sms Teams based call system. Our supplier has provided us with the information that numbers were not hitting our suppliers network, this was due to an upstream routing error.
Detection:
A customer reported to use through alternative channels that they were receiving a busy signal when attempting to contact 2sms via telephone.
Corrective Actions:
2sms investigated the reported telephone disrupted service and once it was deemed external of 2sms, the issue was escalated with our telephone supplier. Our supplier found that the telephone calls were not being received to their system, and they escalated to the upstream carrier. The carrier found that the cause was a routing issue which was corrected. Calls then flowed once again.
Preventative actions:
Our suppliers are reviewing with the carrier why the routing error occurred. We are looking to implement a backup telephone line with an alternative supplier to provide continuity of service.