Voice over Internet Protocol (VoIP) Cisco telephones experienced an issue
Service Desk, Pediatrics and Main Switchboard call centres VoIP Cisco telephones were affected by this outage. Pediatrics and Main Switchboard close at 4:00pm so they were only impacted for 5 minutes at the end of the day.
The affected Service Desk, Pediatrics and Main Switchboard agents were unable to login to the Unified Contact System. Users trying to call the Service Desk, Pediatrics and Main Switchboard queues would have been transferred to the relevant voice messages as no agents were logged into the system.
Start: 2015/05/07 15:55 – IST began investigating issues with Unified Contact Center Express (UCCX) system.
2015/05/07 16:30 – IST analysts restarted an application service and performed a manual synchronization to resolve the issue.
End: 2015/05/07 16:45 – Service was fully restored.
Directory service on the Call Centre system experienced an issue causing call centre agents to become unauthenticated and unassociated with the Call Centre system.
Users were directed to send emails to the affected call centres while the telephones agents were unavailable. Users were able to leave a voicemail when calling the Service Desk.
Directory service on Call Centre system was restarted. Synchronization and authentication was manually restored for the affected agents.
The Call Centre system is scheduled to be added to monitoring systems.