[Dispatch] FW: Paging Problem Update

[Jeffrey J Wittig]

Here's the latest update on the alpha paging issue that developed earlier in the week. They believe the issues have been corrected by the vendor.

Thank you.

Jeffrey J. Wittig, CFE, CFO<http://www.publicsafetyexcellence.org/professional-credentialing/chief-fire-officer/list-of-cfos.aspx>
Fire Chief
Travis County Emergency Services District #3
Oak Hill Fire Department
512-288-5534, ext. 114, Office
512-569-8380, Wireless
512-288-5844, Fax
Like us on Facebook at www.facebook.com/OakHillFireDept<http://www.facebook.com/OakHillFireDept>
or visit our website at www.OakHillFire.org<http://www.oakhillfire.org/>

From: Swearengin, Scott [mailto:Scott.Swearengin at austintexas.gov]
Sent: Wednesday, October 22, 2014 10:14 AM
Subject: Paging Problem Update

Unfortunately, there were additional paging problems beginning at approximately 0430 today.  This problem did not impact normal paging. It did cause some "maildrop" pages to be misrouted to the "top line" of many pagers, resulting in unintentional overnight alerts.  We believe that the problem has now been isolated and resolved.

Our Paging Team has been working closely with the vendor since the initial problem surfaced Monday. The cause was clearly the software change that the vendor made last weekend. The vendor wrote a software "patch" which went into testing late yesterday.  This testing identified other problems that required additional overnight software changes by the vendor before it could be loaded into their network this morning. The current patch was loaded into the paging network at about 0700 today.  Since then, we have done extensive testing. The system appears to be working normally. However, we will be monitoring it very closely.

The vendor will be providing a letter to us detailing the cause of the problem, their response, and how they will prevent it from happening again. I will pass it along to you when it arrives. Additionally, our Paging Team will receive a detailed technical report on the issue.

The Paging Team sincerely apologizes for the disruption to the paging users. We have very clearly conveyed our dissatisfaction and frustration to the vendor.   We and the vendor take this issue very, very, seriously.


RScott
R. Scott Swearengin, MS, CEM
Assistant Director
Homeland Security and Emergency Management
City of Austin
Box 1088
Austin, TX  78767

Work:  512-974-0462
Fax:     512-974-0499
Pager: 512-802-1462

Scott.Swearengin at AustinTexas.gov<mailto:Scott.Swearengin at AustinTexas.gov>
None of us are as smart as all of us!  -Ken Blanchard



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