Notice #462717
Investigating

Voicemail counts are incorrect

Began:

Our teams are actively applying corrective actions to resolve the voicemail synchronization issue. This work includes targeted updates to affected voicemail boxes to ensure message counts display accurately.

Inbound and outbound calling remain unaffected. If you experience any voicemail issues, please contact our Support Center for assistance.

We appreciate your patience as we complete this process.

We have identified a synchronization issue causing voicemail counts to display inconsistently across devices and portals. To resolve this, we will be performing a corrective sync tonight on the identified domains. During this process, some customers may see previously deleted messages reappear in their voicemail box.

All inbound and outbound calling remains unaffected. If any users continue to experience this condition, please do not hesitate to contact our Support Center.

We appreciate your patience as we complete this work to ensure voicemail counts are consistent across all platforms.

We are continuing to investigate reports where customers are receiving voicemail notifications, but the voicemail count is not incrementing on the phone device badge. Incoming and outbound call traffic is unaffected. We apologize for any inconvenience this may cause you.

We are continuing to investigate reports where customers are receiving voicemail notifications, but the voicemail count is not incrementing on the phone device badge. Incoming and outbound call traffic is unaffected. We apologize for any inconvenience this may cause you.

We are continuing to investigate reports where customers are receiving voicemail notifications, but the voicemail count is not incrementing on the phone device badge. Incoming and outbound call traffic is unaffected. We apologize for any inconvenience this may cause you.

We are currently investigating reports where customers are receiving voicemail notifications, but the voicemail count is not incrementing on the phone device badge. Incoming and outbound call traffic is unaffected. We apologize for any inconvenience this may cause you. Thank you for your patience.

  • ESI eCloud Hosted PBX
    • ESI ePhoneGO2

      ESI Cloud's mobile solution for iOS and Android

    • SIP Phones

      ESI & 3rd Party phones using eCloud services.

    • ESI eCloud Internet Fax
    • ESI eConsole Dashboard

      Web-based portal to manage users, DIDs, queues, and more.

    • ESI eTeams Connector
    • eCloud Click-to-Call

      Click-to-Call Google Chrome Extension

    • SMS Texting
    • ESI Webphone

      Softphone for eCloud.

  • ESI SIP Trunks
    • Inbound PSTN Carriers
    • Outbound PSTN Carriers
  • ESI Access

    Services associated with the Access Service which can include the web-based dashboard or entry devices.

    • Access Dashboard
    • Access Devices
  • EsiQuote2

    Sales quote tool for eCloud and eSIP PBX.

  • ESI Technical Support Portal

    ESI's customer service ticketing system.

  • ESI Academy

    ESI Partner site for training, documentation, community forums.

  • Starlink

    ESI supports the use of Starlink for Internet service however ESI does not sell Starlink devices. If you are having issues with Starlink you must contact Starlink directly.

Previous Incidents

[Complete] Enhancement Update for version 1 ephone3/4x phones.

Began: Ended: Duration:
  • ESI eCloud Hosted PBX
  • SIP Phones

We are pleased to announce the release of a major enhancement for version 1 ePhone 3 and 4x enterprise phones on eCloud solutions, as SIP Failback is now supported! When one of the affected ePhones has failed-over to a Secondary SIP server, they will now register back with the primary server again, when it becomes available. This resolves the alignment issues when phones on the same domain are registered to the wrong SIP Servers.

For these changes to take effect, impacted ePhones will need to be rebooted to allow the latest firmware to be applied. You may manually reboot your phones at any time, but unplugging the power and Ethernet cables for 30 seconds, then plugging them back in to power the phone.

ESI will also trigger a mass reboot of deployed phones. To minimize any impact on your daily operations, the phones will be rebooted according to the schedule below:

ESI ePhone 4x (v1) Reboot: Friday, September 26th at 10:00 PM Central. ESI ePhone 3 (v1) Reboot: Friday, October 3rd at 10:00 PM Central. In the meantime, if you have any questions feel free to contact your ESI partner or call ESI Support at (800) 850-2151

The scheduled maintenance is now underway. We'll keep you updated on our progress.

Reminder: The ESI ePhone 3 (v1) reboot will take place on Friday, October 3rd at 10:00 PM CDT. This reboot will install the latest firmware on all ePhone 3 (v1) phones.

The maintenance is now complete. Thanks for your patience.

No further notices from the past 7 days.