We were notified of an incident last Friday regarding Feature Server.  Does anyone know what that is and which specific components that impacted?  Per the PureEngage Cloud status page nothing correlates to that.

Starting with release 8.1.2, SIP Voicemail Server has been renamed to SIP Feature Server; All SIP Feature Server instances in a deployment must run exclusively on Linux or exclusively on Windows. A mixed environment is not supported.

Is it safe to assume it is the SIP Feature Server?

#System Administration
#Unsure/Other

------------------------------
Glen Stengel
------------------------------

.

I'm not sure of the specific components but this outage hit us very hard.  We first lost VoiceMail access from WWE, then a short while later could not dial out then all inbound calls started queuing and would not deliver to any agent (hard and soft phone). 

Our primary site is USE1, moving to emergency (USW1) did not help, we were completely down for about an hour.  Now just waiting for the official root cause.

------------------------------
Davide Giglio
FCA US LLC
------------------------------

Original Message:
Sent: 09-30-2019 09:30
From: Glen Stengel
Subject: Incident Notification

We were notified of an incident last Friday regarding Feature Server.  Does anyone know what that is and which specific components that impacted?  Per the PureEngage Cloud status page nothing correlates to that.

Starting with release 8.1.2, SIP Voicemail Server has been renamed to SIP Feature Server; All SIP Feature Server instances in a deployment must run exclusively on Linux or exclusively on Windows. A mixed environment is not supported.

Is it safe to assume it is the SIP Feature Server?

#System Administration
#Unsure/Other

------------------------------
Glen Stengel
------------------------------

.

Yes I agree something is not reported correctly there.  We definitely were not getting any queued calls for about an hour; moving to Emergency did not help either.  This is particularly concerning - redundancy was lost.  I am waiting for a Root Cause and depending on what it says will escalate to leadership for corrective action.

------------------------------
Davide Giglio
FCA US LLC
------------------------------

Original Message:
Sent: 10-03-2019 10:45
From: Kevin Brown
Subject: Incident Notification

What's concerning is that though there is a mention of the issue that day, everything appears to be 100% and green.  Adding in "* Platform availability may not reflect customer availability." provides a massive amount of wiggle room for declaring availability.  So unless every Feature Server went down on USE1, it's considered 100% available even when it affected inbound and outbound calls (setting aside VM)?

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 09-30-2019 13:15
From: Davide Giglio
Subject: Incident Notification

I'm not sure of the specific components but this outage hit us very hard.  We first lost VoiceMail access from WWE, then a short while later could not dial out then all inbound calls started queuing and would not deliver to any agent (hard and soft phone).

Our primary site is USE1, moving to emergency (USW1) did not help, we were completely down for about an hour.  Now just waiting for the official root cause.

------------------------------
Davide Giglio
FCA US LLC

Original Message:
Sent: 09-30-2019 09:30
From: Glen Stengel
Subject: Incident Notification

We were notified of an incident last Friday regarding Feature Server.  Does anyone know what that is and which specific components that impacted?  Per the PureEngage Cloud status page nothing correlates to that.

Starting with release 8.1.2, SIP Voicemail Server has been renamed to SIP Feature Server; All SIP Feature Server instances in a deployment must run exclusively on Linux or exclusively on Windows. A mixed environment is not supported.

Is it safe to assume it is the SIP Feature Server?

#System Administration
#Unsure/Other

------------------------------
Glen Stengel
------------------------------

Thank you Kevin and Davide for you inputs.  I also agree about the concern with the disclaimer giving them great wiggle room.  Per our TAM the RCA process is typically 7 business days from the day of the incident and we should expect to see it on or before 10/8.

------------------------------
Glen Stengel
Eventus Solutions Group
------------------------------

Original Message:
Sent: 10-03-2019 10:59
From: Davide Giglio
Subject: Incident Notification

Yes I agree something is not reported correctly there.  We definitely were not getting any queued calls for about an hour; moving to Emergency did not help either.  This is particularly concerning - redundancy was lost.  I am waiting for a Root Cause and depending on what it says will escalate to leadership for corrective action.

------------------------------
Davide Giglio
FCA US LLC

Original Message:
Sent: 10-03-2019 10:45
From: Kevin Brown
Subject: Incident Notification

What's concerning is that though there is a mention of the issue that day, everything appears to be 100% and green.  Adding in "* Platform availability may not reflect customer availability." provides a massive amount of wiggle room for declaring availability.  So unless every Feature Server went down on USE1, it's considered 100% available even when it affected inbound and outbound calls (setting aside VM)?

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 09-30-2019 13:15
From: Davide Giglio
Subject: Incident Notification

I'm not sure of the specific components but this outage hit us very hard.  We first lost VoiceMail access from WWE, then a short while later could not dial out then all inbound calls started queuing and would not deliver to any agent (hard and soft phone).

Our primary site is USE1, moving to emergency (USW1) did not help, we were completely down for about an hour.  Now just waiting for the official root cause.

------------------------------
Davide Giglio
FCA US LLC

Original Message:
Sent: 09-30-2019 09:30
From: Glen Stengel
Subject: Incident Notification

We were notified of an incident last Friday regarding Feature Server.  Does anyone know what that is and which specific components that impacted?  Per the PureEngage Cloud status page nothing correlates to that.

Starting with release 8.1.2, SIP Voicemail Server has been renamed to SIP Feature Server; All SIP Feature Server instances in a deployment must run exclusively on Linux or exclusively on Windows. A mixed environment is not supported.

Is it safe to assume it is the SIP Feature Server?

#System Administration
#Unsure/Other

------------------------------
Glen Stengel
------------------------------

.
Original Message:
Sent: 09-30-2019 13:15
From: Davide Giglio
Subject: Incident Notification

I'm not sure of the specific components but this outage hit us very hard.  We first lost VoiceMail access from WWE, then a short while later could not dial out then all inbound calls started queuing and would not deliver to any agent (hard and soft phone).

Our primary site is USE1, moving to emergency (USW1) did not help, we were completely down for about an hour.  Now just waiting for the official root cause.

------------------------------
Davide Giglio
FCA US LLC

Original Message:
Sent: 09-30-2019 09:30
From: Glen Stengel
Subject: Incident Notification

We were notified of an incident last Friday regarding Feature Server.  Does anyone know what that is and which specific components that impacted?  Per the PureEngage Cloud status page nothing correlates to that.

Starting with release 8.1.2, SIP Voicemail Server has been renamed to SIP Feature Server; All SIP Feature Server instances in a deployment must run exclusively on Linux or exclusively on Windows. A mixed environment is not supported.

Is it safe to assume it is the SIP Feature Server?

#System Administration
#Unsure/Other

------------------------------
Glen Stengel
------------------------------