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Power Outage Post Mortem

Power Outage Post Mortem. Outstanding Phone Issues Jeff Custard & Teresa Shibao 2004-01-29. Main Issues. System Resiliency Information for callers - prevent Security Desk from being inundated Staff Communication. Incoming Local Long Distance. Resiliency.

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Power Outage Post Mortem

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  1. Power Outage Post Mortem Outstanding Phone IssuesJeff Custard & Teresa Shibao2004-01-29

  2. Main Issues • System Resiliency • Information for callers - prevent Security Desk from being inundated • Staff Communication

  3. Incoming Local Long Distance Resiliency • The best way to mitigate outages is to provide redundancy in the system hardware and the services

  4. Hardware Redundancy

  5. Old PBX Configuration • ML is the only path for ALL incoming phone traffic • ML is the only path for Long Distance calls

  6. Old Configuration

  7. New System Configuration • Incoming lines are preferred to ML, but if ML not available – calls routed to FL • Currently not sized to carry full loadMay be increased as CG & FL0 are built out • Additional Sprint T1 installed at FLTraffic is split by site

  8. New Configuration Incoming

  9. New ConfigurationLong Distance

  10. Outside Caller Information (303) 497-1000 Only required when entire phone system is down or ML and FL have lost power • Are there options for playing a recording during an outage?Incoming Services Vendor can activate a recording after we notify them during an outage • $20 per month per routing instance (concurrent call capability) billed regardless of usageExample = 5 concurrent callers - $1200/year • Setup within 15 minutes of notification

  11. Internal Caller Information Used when particular UCAR service is unavailable (i.e. long distance, local) • Shield UCAR Security deskProvide alternative path for UCAR callers and devices • We are in the process of testing the capability for adding a recording when service is unavailable. • “All lines are currently busy or unavailable. Please try your call later.” • Could refer to “Information Line” • If this is an Emergency press 1 • redirected to security

  12. Staff Communications (replaces x1100) • Provide Off System Information Line • $10 installation • $19.95 monthly + usage300 minutes included301 – 900 minutes billed at $0.26 per minute901 + minutes billed at $0.15 per minute • Unlimited concurrent callers • Local number

  13. Staff Communications (continued) • Unplanned Outages • All Staff Email notification • Initial message within 30 minutes after an engineer is notified of major outage • Updates every 2 hours until resolution • Planned Outages • “This Week at UCAR” for outages that will affect a majority of staff • NCAB and NNAG aliases for all outages per policy (one week)

  14. Priorities & Expectations • Increasing System Redundancy • System Maintenance • Implementing Features Desirable to UCARQuarterly meetings?

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