Alert: Issues with phone notifications

The PrairieCat phone notification service has been having issues both last week and again this week. There were a larger than normal number of failed calls on 2/3, 2/4 and 2/5, but the failures were reported back to Sierra and failed hold call notices were sent out to member libraries. Innovative has been investigating the issue and has turned it over to their engineering team. Carolyn and I had a meeting with Innovative management and they said that they would get this resolved.

Unfortunately we had a similar issue on Tuesday of this week, but this time no failed hold call notices were generated. When this was discovered Wed morning, we opened a new critical ticket with Innovative. They looked into the issue and this time it appears to have been instability in the SIP trunk lines that we use for the calls. Our phone line vendor confirmed that they had been seeing issues and that they were working on clearing and correcting the issue.  As of this morning, our failed calls from yesterday are back to normal numbers and the notices were generated.

PrairieCat has asked Innovative see why the failed hold call notices weren’t generated yesterday but so far they haven’t gotten back with an answer.

We apologize for the continuing issues with phone notifications. Hopefully this will be resolved soon.