Troubleshooting Guide - Ticket Number: 63404

Issue: Multiple Operators Unable to Receive Calls

Description: Receptionists working remotely across various locations are unable to receive calls. Most are using home internet connections from different providers. This appears to be a system-wide issue rather than a configuration problem.

​Resolution:

Service has been restored to the affected agent. The issue was identified as a loss of connection with the Twilio server, likely due to Twilio migrating IP ranges. An old IP was cached locally on the agent's machine, causing the connectivity issue.

For anyone experiencing similar problems:

• Check for any network outages affecting internal servers and Twilio servers. See this GUIDE on how to ping for the server IP addresses.

• Run the following command in the command prompt: ipconfig /flushdns

• If flushing of DNS won't work, refer to the link provided below on how to replace ISP DNS with Google's DNS`

• Alternatively, send a support request for assistance in clearing the cache and ensuring proper functionality.

Further Analysis:

Upon investigation, it appears to be a Twilio DNS issue, possibly related to recent IP range migrations. Changing the ISP resolved the issue, indicating a DNS resolution problem. Consider configuring agents to use Google DNS for quicker updates compared to residential ISPs.

Refer to this article for more information: Google DNS

Next Steps:

• System-wide errors are rare but can occur. Implementing changes to the ticket system to email internal ticket numbers with support emails will help track recurring issues more effectively.

• the Add tag "outage" in the ticket properties for easy tracking of similar issue.

Feel free to adjust any details or add further information as needed.