OIT Alert: Unplanned Outage – BlackBeltHelp (After-Hours Support) Telephony System Outage


SJFC Office of Information Technology


OIT Notification Number: 2018-29


Date: 2018-05-13


Title: OIT Alert: Unplanned Outage


Description: Unplanned Outage – BlackBeltHelp (After-Hours Support) Telephony System Outage


Dear Campus Community


Today at around 5:39 AM ET, our after-hours support team started receiving notifications about that our global, cloud-based telephony system – inContact (Specific to After-Hours support) – was intermittently unavailable.


Upon testing, we confirmed that inContact was refusing DNS and login connections to their service.


At around 5:55 ET, we created a severity one incident with inContact.


At around 6:30 AM ET, we received reports of DNS availability issues.


At approximately 8:10 ET, we able to access DNS services and login into inContact but access to inContact across all of our sites is still intermittent.


We will continue to post updates every hour until we have received a confirmation from inContact and each of our sites that services are fully up and running and accessible.


Workaround – Please visit the site below to use our Self-Service Portal.

·       https://go.sjfc.edu/oithelp





OIT Service Desk

Office of Information Technology

St. John Fisher College

e-mail: oitservicedesk@sjfc.edu

phone: (585) 385-8016