Incident Discovery Time: 08:00am on 12/16/2015
Time of Resolution: 09:36am on 12/16/2015
Services Impacted: Telephone Services

Description of Impact

The IT Help Center’s move to a new call center system this morning took longer than anticipated. Work was expected to be finished by 8:00 am. Calls to 617-353-HELP from phone lines outside of the BU campus were not completing. Calls within the campus to 353-HELP are functioning normally.

Incident Description and Resolution

IS&T teams have resolved the incident with vendor assistance. All calls from on- and off-campus are now being completed as dialed.

Previous Update

Incident Discovery Time: 08:00am on 12/16/2015

Services Impacted: Telephone Services

Description of Impact

The IT Help Center’s move to a new call center system this morning is taking longer than anticipated. Work was expected to be finished by 8:00 am. Calls to 617-353-HELP from phone lines outside of the BU campus are not completing. Calls within the campus to 353-HELP are functioning normally. Our Communication Services team, along with the vendor, are working to resolve the issue as quickly as possible. Until this issue is resolved, the IT Help Center can still be reached by emailing ithelp@bu.edu or using one of the support forms on this site. This post will be updated as soon as outside call functionality has been restored.

Current Status

IS&T teams are working with the vendor to restore service.

Next Update: 10:00am