In our efforts to improve and streamline our response times to you for incidents and maintenance on the systems, we are happy to announce the launching of our TELUS – One Voice & i800 dashboard. 


The dashboard will highlight any open incidents that are impacting many to all customers, highlighting what the issue is along with time stamped updates for you to view the progress to resolution.   This notice will allow the support team to actively work the issue and give timely updates to all customers at the same time.


The portal will also identify any scheduled maintenance windows along with the reason for the maintenance.


Never miss an email update to an incident or maintenance by selecting Follow on the open ongoing item. 



Getting Started 


This guide explains how to login and navigate the FreshStatus portal for One Voice and i800 incident management and maintenance updates.

Access to FreshStatus


FreshStatus can be accessed by the following link:  

https://onevoice.freshstatus.io/            


For fast and easy access, this link is located on the One Voice and i800 Dashboards, in addition to the Support ticket creation portal.


Any support tickets related to an open incident will receive this link in the reply from the support team.


FreshStatus Dashboard


The Dashboard has 4 key sections.

  • Overall Status banner

  • Open and ongoing Incident or Maintenance details

  • History of closed Incident or Maintenance; and upcoming Maintenance Schedule

  • Status of Services

Overall Status Banner


If there are no active Incidents or Maintenance notices, the system banner will display as All Services Operational.

Maintenance

The banner will display Service Under Maintenance during a maintenance window that impacts some service components or System Under Maintenance when all service components are included in the maintenance.


Maintenance will impact the identified services to all customers.



Incidents

An Incident indicates that many to all customers are impacted by the incident.  The FreshStatus page will be the main source of updates for this incident.  Any and all tickets submitted for the issue will be given the link to this page for updates.  It is recommended that you follow the incident in order to receive emails on any and all updated posts.

The banner will display the following for different levels of incidents:

Partial System Outage

This text is displayed against an orange background and can be seen when:

  • All components are set to 'Partial outage'

  • At least one component is set to 'Major outage'

Minor Service Outage

This status is displayed when some service components, but not all, are set to 'Partial outage'

 

Partial Service Degraded

This status is shown when at least one component is set to 'Degraded performance'

 

System Performance Degraded

This status is shown when all components are experiencing 'Degraded performance'

 

Major System Outage

 This status is displayed when all service components are experiencing a 'Major outage'



Open and Ongoing details


All Ongoing Incidents and Maintenance notices are located at the top of the page identifying a Title, Start date, Last updated date, Duration and Description of the incident or maintenance.


Should you wish to follow this incident or maintenance for updates, click the FOLLOW button and add your email address when prompted.  You will receive an email each time the notification is updated.  Once the incident or maintenance is complete, the notifications will cease to be sent.  This allows you to choose which incident or maintenance you wish to follow.




History items and Upcoming Maintenance


In addition to Ongoing Incidents and Maintenance notices, a history of closed notices can be found at the bottom of the page under Incident History.  You are able to view notices for both closed maintenance and incidents from the last 7, 15 or 30 days by selecting the time frame from the drop down. 


Any upcoming Maintenance windows that are scheduled will be displayed under the Upcoming Maintenance tab.




Status of Services


The One Voice and i800 services are identified and will display their current status.  These status’ are updated based on the incident or maintenance occurring.


Support tickets


After viewing an incident or maintenance notice you feel you need to open a support ticket, this can be achieved directly from the FreshStatus portal.

At the bottom left corner of the page is a house icon  .  Clicking this icon will open the One Voice Support page, allowing you to login and create a ticket.


Should you wish to submit the ticket by phone, the top right corner indicates the Support number to call.


You can always submit a ticket by email at support@onevoice.works.


Any support ticket open for a current or new FreshStatus incident will have the link to that incident noted in the ticket for all updates.




Subscribe to FreshStatus


If you are a stakeholder and wish to receive emails on all the current and new incidents, maintenance notifications and updates, you can subscribe to FreshStatus.


There are a limited number of users allowed to subscribe to FreshStatus and we ask that you carefully consider if this is something you really want.  With this subscription you will receive email notifications on everything, regardless if it impacts you directly.



How to Subscribe


To subscribe for notifications

  • Select the Subscribe button at the top of the page

  • add your email address

  • subscribe

A message will appear to verify your email address.

  • Check your email

  • select Yes, This is my email

You will receive the following message on the webpage

return to Status page for updates and management of your subscription