Subject: RE: Twilio Technical Issue
From: Robert Cosgrove <[email-masked]>
To: Cian Callanan <[email-masked]>, "[email-masked]" <[email-masked]>, Adrian Fabular <[email-masked]>, Meghan Flanagan <[email-masked]>, Customer Service Tech Team <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Date: Mon, 7 Oct 2019 09:37:20 +0000

Hi Cian,

Yes this has been sent out to all OS Partners. We are only experiencing the issue with 2 agents.

From: Cian Callanan
Sent: Monday 7 October 2019 10:34
To: [email-masked]; Robert Cosgrove <[email-masked]>; Adrian Fabular <[email-masked]>; Meghan Flanagan <[email-masked]>; Customer Service Tech Team <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Subject: Re: Twilio Technical Issue

Before diving into issues, can I ask if the following info was forwarded to the local IT team there? We sent this out as a warning in general a few weeks ago to apply for any office using Twilio system to ensure the following IPs were whitelisted

Original message from Twilio

________________________________________________________________

If you currently whitelist any of Twilio's Media IP addresses, you must add the new ranges (as listed in the table below) to your whitelist by September 30, 2019 to avoid service disruption.

If you do not whitelist Twilio IPs in your infrastructure, then no action is required.

The following table shows the newly added ranges of media IP addresses for Elastic SIP Trunking, Programmable Voice SIP Interfaces, Programmable Voice Mobile SDKs, and Twilio Client JS SDK.

Region ID
Location
Additional Media IP Pool Range
CIDR Notation
UDP Port Range
au1
Australia
3.104.90.0<https://protect-eu.mimecast.com/s/9xDeCMwmkF5LXDMFwgmjM?domain=3.104.90.0> - 3.104.90.255<https://protect-eu.mimecast.com/s/hJxvCNLnlhNQ7JDS4YKVM?domain=3.104.90.255>
3.104.90.0/24<https://protect-eu.mimecast.com/s/uOwrCOMomfAgnlzFkMe-Z?domain=3.104.90.0>
10,000-20,000
br1
Brazil
18.228.249.0<https://protect-eu.mimecast.com/s/zPUHCP7pnI42W98ujY1IA?domain=18.228.249.0> - 18.228.249.255<https://protect-eu.mimecast.com/s/tAtrCQnqoI6KOgMSrLT6k?domain=18.228.249.255>
18.228.249.0/24<https://protect-eu.mimecast.com/s/1K9mCROrpCrpEojtokRuQ?domain=18.228.249.0>
10,000-20,000
de1
Frankfurt
3.122.181.0<https://protect-eu.mimecast.com/s/_FZtCVAywIlE3mNHWkYx-?domain=3.122.181.0> - 3.122.181.255<https://protect-eu.mimecast.com/s/dR4WCWLzxhjQOZRtLDdRI?domain=3.122.181.255>
3.122.181.0/24<https://protect-eu.mimecast.com/s/jHYGCXLAyhng2jVFreJ0q?domain=3.122.181.0>
10,000-20,000
jp1
Japan
3.112.80.0<https://protect-eu.mimecast.com/s/7BMcCYWBzt3vMmEhwXtRP?domain=3.112.80.0> - 3.112.80.255<https://protect-eu.mimecast.com/s/8wngCZYDAsMwlArTmaOK4?domain=3.112.80.255>
3.112.80.0/24<https://protect-eu.mimecast.com/s/JVoAC1Wz0tp03x2HkxpuN?domain=3.112.80.0>
10,000-20,000
sg1
Singapore
3.1.77.0<https://protect-eu.mimecast.com/s/9_HUC2xAyck41WPumGsvZ?domain=3.1.77.0> - 3.1.77.255<https://protect-eu.mimecast.com/s/mGg0C3Q0zsmPqo6I8nKD1?domain=3.1.77.255>
3.1.77.0/24<https://protect-eu.mimecast.com/s/WI7GC4QDAsJngEMf85l0P?domain=3.1.77.0>
10,000-20,000

Later this year, we will also be launching US2 (North America - Oregon) media servers for Twilio Client & Voice Mobile SDKs. We recommend you add the following IP addresses to your whitelist if you have not done so already.

Region ID
Location
Additional Media IP Pool Range
CIDR Notation
UDP Port Range
us2
North
America - Oregon
54.244.51.0<https://protect-eu.mimecast.com/s/r-ebC5QEBs0zE35f3dmNF?domain=54.244.51.0> - 54.244.51.255<https://protect-eu.mimecast.com/s/rReRC6X7DTogz7jF1q6dE?domain=54.244.51.255>
54.244.51.0/24<https://protect-eu.mimecast.com/s/YW09C717Efm0l24I5Bjz1?domain=54.244.51.0>
10,000-20,000

For a complete list of IP addresses to whitelist please see:

  *   Elastic SIP Trunking<https://protect-eu.mimecast.com/s/FIDaCnxV2cG1vgAsluutA?domain=links.twiliocdn.com>
  *   Programmable Voice SIP Interface<https://protect-eu.mimecast.com/s/PuMBCoV93sX1E5jiGVsq7?domain=links.twiliocdn.com>
  *   Programmable Voice Mobile SDKs and/or Twilio Client JS SDK<https://protect-eu.mimecast.com/s/gcCqCp864FzJmq1FOwwRq?domain=links.twiliocdn.com>
Please make sure you update your Firewall as soon as possible. Once complete, let us know so we include your Account in the rollover on September 30, 2019.

________________________________
From: [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>
Sent: 07 October 2019 09:22
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Adrian Fabular <[email-masked]<mailto:[email-masked]>>; Meghan Flanagan <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; Customer Service Tech Team <[email-masked]<mailto:[email-masked]>>
Cc: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Subject: RE: Twilio Technical Issue

@Customer Service Tech Team<mailto:[email-masked]> could you please look into this?

Agents in our outsource office in Cebu experiencing issues with Twilio.

From: Robert Cosgrove
Sent: Monday 7 October 2019 08:37
To: Adrian Fabular <[email-masked]<mailto:[email-masked]>>; Meghan Flanagan <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Cc: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Subject: RE: Twilio Technical Issue

@[email-masked]<mailto:[email-masked]> - Our agents in Cebu, Philippines are having issues with Twilio. According to their Account Manager:

  1.  Calls are suddenly cutting off (inbound and outbound) after a few minutes of talking to our customers.
  2.  The "Answer" button is not working at times and the calls are then dropping.

Agent affected with this technical issue:

  *   Rei.Kojima
  *   Shumpei.Yagi

Please advise

Robert

From: Adrian Fabular <[email-masked]<mailto:[email-masked]>>
Sent: Monday 7 October 2019 08:31
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Meghan Flanagan <[email-masked]<mailto:[email-masked]>>
Cc: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Subject: Twilio Technical Issue

Hi Robert,

Our JP agents now are experiencing some technical issues with Twilio. For some reason, calls are suddenly cutting off (inbound and outbound) after a few minutes of talking to our buyers.

Agent affected with this technical issue:

  *   Rei Kojima

  *   Shumpei Yagi

I have checked our Twilio softphone and I can tell that we are using the updated one. There are even times that the "ANSWER" button is not clickable. Here's the screenshot.

Please advise

Drei