INITIAL

Summary
Phone over IP has been extremely poor over the last few weeks, often cuts out completely, breaks in and out for customers and have had multiple complaints from sales prospects, which has tarnished our rep as a telecoms provider. Cisco often doesn`t let you transfer calls, hang-up or put on hold throughout these issues. I thought it could be a isolated incident with my internet but across the SME team complaints in our teams chat have increased daily. Call transferring has been affected, when successful on transfers the line comes through with customer on the line and is often really broken or delayed, causes massive pains when trying to have a conversation. This is usually fixed by hanging up and calling back, but it has repeated more and more recently. INC000100059157
 
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UPDATE

Latest Update We can now confirm resolution to this network incident with all affected tickets now passed back for a retest. Please see our root cause analysis below for an explanation of how this issue occurred.