We are informing our Vonage Business users of upcoming maintenance to the Vonage Business Communications platform.
At Vonage, we are committed to the safety and security of our customers and to providing them with the tools they need to stay connected - from anywhere.
To continue to provide this level of support, we have scheduled standard maintenance that may affect some of your Vonage Business Communications (VBC) desktop and mobile functionality, in addition to E911 services (for North American users) on Saturday, October 9, 2021, beginning at 9:00 PM ET and lasting up to four hours.
During that time, the ability to call E911 will continue to be available. However, your call-back number may be inaccessible to your local emergency service provider. To prevent this, please update the Caller ID settings for each phone to its extension instead of the default account Caller ID for your company account.
While we have scheduled this maintenance during off-hours to mitigate the impact to your account, we encourage you to inform your authorized users of these potential limitations to the E911 service during this period. For further information on the recommended method to ensure EMS is available on callback occurrence, please refer to the knowledge base article provide below: https://businesssupport.vonage.com/articles/answer/Vonage-Business-Communications-Maintenance
Thank you. As always, we appreciate your business.
Below is an outline of the expected impacts to services during this maintenance:
Caller ID on Emergency Services calls - There is no disruption to emergency services calls. During the maintenance window, our system will not be able to automatically assign a temporary call-back number to your devices. This temporary call-back number is typically assigned to a device when dialing emergency services and allows the dispatcher to reach the device making the call directly, regardless of the caller ID on the extension. During the maintenance, calls made to emergency services will use the Outbound Caller ID set on each extension.
If there are users on the Vonage system during the maintenance, we recommend ensuring your account Outbound Caller ID is set to display as each extension’s Direct Dial number. You can find the steps to up you settings in the Vonage knowledge base article in the link provided:https://businesssupport.vonage.com/articles/answer/Vonage-Business-Communications-Maintenance
Admin Portal: A maintenance page will be up, and as such customers cannot login to update their account settings, including purchasing services. If already logged in, the page will redirect to the maintenance page once navigating away from the current page.
Call Recordings will still be processed and stored. Auto-purchases will not complete but will catch up after the maintenance window.
Mobile/Desktop Applications: While the ability to login will not be available during the maintenance window, customers already logged in will remain and continue to have calling functionality.
The Vonage Meetings application will not be available during the maintenance, however, there is no impact to dialing into a Meeting.
gUnify Transfers/Holds: During the database outage gUnify plugins will not be able to transfer or hold/unhold. The team has confirmed the window is over a very low usage period. To be clear this is not related to H2O Calling, and there is no impact expected to call on the H2O platform.