1.              Incident Information

Incident Slogan: Partial no setup outbound calls

Priority: Partial

Start Time: 16/02/2021 09:48 CEST (approximately)

Stop Time: 16/02/2021 12:03 CEST (approximately)

EXECUTIVE SUMMARY

In some cases outbound calls could not be established. Approximately 15% of calls could not be established during this time frame.

 2.              Incident Detail

The end-users experienced a message when trying to make an outbound call telling “insufficient access rights”.

3.              Root Cause Identification

After receiving multiple calls from our support desk we could establish a root cause showing the limit in capacity.

4.              Action Plan

Due to ongoing migrations we hit the limits of available connections to our Session Border Controller. We increased the capacity after which all connection problems were solved. We are reviewing the capabilities of monitoring during migrations.

5.              Timeline

09:48 - First support calls were received that some outbound calls could not be established.

09:56 - Engineering starts troubleshooting issues after receiving examples of failed calls.

10:30 - Engineers from Destiny Belgium are added to the incident response team.

11:30 - Root cause identified being limit of capacity. Due to only 15% of calls failed the identification of the root cause took more time to pinpoint the root cause.

11:50 - Capacity expanded of Session Border Controller. Due to the large amount of registrations it took until 12:03 to re-establish all connections.

12:03 - No more failed outbound calls.