Incident Report Number: 2015-017

Unified Contact Center Express

Ticket Number: ​INC0027827
Problem Number: PRB0010111
Major Incident Number: ​MIR0001068
What happened?

Voice over Internet Protocol (VoIP) Cisco telephones experienced an issue

Who was affected?

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.

What was the impact?

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.

What was the timeline of the incident?

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.

What was the root cause of the incident?

Directory service on the Call Centre system experienced an issue causing call centre agents to become unauthenticated and unassociated with the Call Centre system.

What was the work around and resolution for the incident?
Work Around

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.



Resolution

Directory service on Call Centre system was restarted. Synchronization and authentication was manually restored for the affected agents.

What are any recommendations to prevent this incident from occurring again?

The Call Centre system is scheduled to be added to monitoring systems.

Updates

Not Applicable