Incident Summary:

On February 15, 2021 approximate 8:05 AM EST we received the first report of some ECS users experiencing one-way audio. By 10:30 AM EST, the issue was escalated to Engineering for investigation. At approximately 11:00 AM EST at least two similar reports had been received and the issue was declared as a global incident and was escalated to senior management. The issue was resolved approximately 12:30 PM EST.

Root Cause:

On Friday night, February 12, 2021 at 11:00 PM EST, planned maintenance was performed to two session border controllers (SBCs) in our network to resolve an issue with ECS MS Teams users having difficulty passing DTMF (touch tone) with external IVR systems. While it appeared that this update fixed the DTMF issue, it introduced this issue with one-way audio for ECS users that use Microsoft Teams as their endpoint.

Resolution:

Reverted the configuration change that was introduced during the Friday maintenance, restoring two-way audio. We will continue to pursue a fix to the DTMF issue.

 Remediation:

• Evolve is modifying its testing and change management processes to improve its efficacy.