Below are the latest updates on the Shoretel, Citrix and Outlook issues.
We have been continuing to work on the Shoretel telephony issues with our suppliers, since the recent outage. A number of changes have now been made as part of this investigation, which appears to have resolved all outstanding issues. I&DT, with our partners will continue to monitor the situation and also identify the causes so we can better manage and remove the risk of this happening again.
However if you are still experiencing telephony issues and have a Shoretel phone, please contact the Service Desk or record the issue in MySupport which will be investigated as a matter urgency. I&DT apologise for the long running of this issue. It was incredibly difficult for our suppliers to diagnose the cause and then identify the required fixes to implement.
We have been receiving a high volume of calls regarding Citrix sessions freezing. We are investigating cases raised but have seen a positive impact when those affected have been upgraded to the latest version of Citix. If you are affected, please advise the Service Desk.
Some people are experiencing issues accessing the Outlook client which we have a team investigating. If you are experiencing the issues and haven’t advised us, please contact the Service Desk and use Outlook Web Access (OWA) in the meantime.