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Up-to-Date System Information:

Unified Messaging Delays

posted 12/8/2015 12:04:34 PM
closed 12/18/2015 11:09 AM

Who is affected?

Users attempting to leave or access Voice Mails.


Unified Messaging Delays

Systems Involved:

Office 365


Affected users may experience delays or disconnections when attempting to access voicemail services via Unified Messaging (UM).


12/18/2015 11:22:54 AM:
Final Status: At 7:05 PM UTC on December 17, 2015, engineers upgraded the firmware on the affected infrastructure to restore service. After monitoring service health for 24 hours, engineers have verified that it has remained stable. Previously affected customers have confirmed that they are no longer experiencing impact. There is a separate issue that causes users to hear no audio ringing while UM calls are connecting; however, the user will hear the call connect after several seconds. Engineers will continue their ongoing efforts to address this issue.

12/17/2015 3:31:37 PM:
Current Status: Engineers have confirmed that the update appears to have resolved the issue. This communication will remain active while engineers continue to monitor the service to ensure that it remains stable.

12/17/2015 12:05:50 PM:
Current Status: The test results strongly suggest that the root cause of the issue is related to unapplied software updates. Engineers are going to perform emergency maintenance to update the software on the affected SBC devices in an attempt to provide immediate relief. This work may temporarily cause increased impact to the Unified Messaging feature.

12/16/2015 3:52:29 PM:
Current Status: Engineering teams are continuing their work to isolate the conditions which cause impact to occur. In parallel, several efforts are underway to mitigate impact, including scheduled restarts of the affected infrastructure, ongoing optimization of SBC capacity to alleviate load-related issues, and setting up an environment in which engineers can deploy and test possible solutions. Due to the nature of the issue and the affected infrastructure, testing is expected to take up to a week to complete. These measures will remain in place until the underlying cause of the issue is remediated.

Problem Resolution: 

IT personnel are investigating the problem. No estimated time for correction of the problem is currently available.

Information Technology apologizes for any inconvenience this may cause you. Please contact your departmental consultant, call the Help Desk at 766-HELP (4357), option 1, or send an email to the Help Desk ( if you have any questions.


Priority Levels:

High -- (affects a majority of campus and/or applications used by a majority of campus) – updated hourly

Medium -- (affects a substantial portion of campus and/or applications used by them) – Updated every 2 hours

Low -- (affects or minimal portion of campus and/or has minimal impact on applications used on campus) – Updated every 4 hours

None -- (minimal to no urgency associated with resolving the incident/event) – Will update when resolved.

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