Support News

Blackboard Collaborate Original/Ultra: Audio dial-in known issue (8:00 a.m. 3/23/20)

Posted: 2020-03-23 08:30:00   Expiration: 2020-04-01 07:52:56

Disclaimer: This news item was originally posted on 2020-03-23 08:30:00. Its content may no longer be timely or accurate.

[UPDATE, 3/27/20, 10:00 a.m.] The vendor added capacity. That should reduce the occurrence of busy signals and the 'call cannot be completed' messages. The number of attendees that can dial into a session remains limited to 25 total people. Please use the Share Audio function if possible.

[UPDATE, 3/26/20, 12:30 p.m.] The vendor continues to work to resolve this ongoing limitation.

[UPDATE, 3/25/20, 10:30 a.m.] The vendor reported a limitation with the number of concurrent telephone connections for clients across the North American region. They are working to transition to another provider that will allow increased capacity in this region. They estimate that this work will be completed in April.

[UPDATE 3/24/20] The vendor continues to work to increase capacity to address this issue.UPDATE (3/24/20): The vendor continues to work to increase capacity to address this issue. Daily updates will be provided to this announcement.

Users who attempt to use the dial-in telephone number to access Collaborate Original or Ultra sessions may receive a message stating the call cannot be completed as dialed or get a busy signal. Those affected by this issue should use the Share Audio function available in the session using their browser or mobile device. The vendor (Blackboard) is experiencing an unprecedented increase in the use of their service and are taking action to increase capacity. This issue may occur intermittently based on usage patterns.

We apologize for the inconvenience and appreciate your patience as the vendor worked to resolve this issue.

-- Blackboard Collaborate Service