Call Center Lines down

October 01, 2020 1:09 p.m.
Outage category: 
Telephone
Location: 
Fairfax Campus
Status: 
Closed
Resolved alert: 
07/11/2019 8:00 am

Some Call Center digital lines were reported as not being in service.

Initial symptoms: 

Users of digital lines in call centers were unable to use their phones.

Duration: 
07/10/2019 10:42 am - 07/11/2019 8:00 am
Impact to Mason: 

Some call centers, such as Support Center, were unable to be fully staffed as not everyone could answer phone calls.

Affected Services: 
Telephone Services
ROOT CAUSE ANALYSIS
Cause: 

A code upgrade to the phone system resulted in several corrupted files for the digital phones.

Resolution: 

Enterprise Collaboration worked with the affected units to get the phones restored on new TNs.

Prevention: 

Vendor and Enterprise Collaboration are working on the upgrade process to reduce or remove the possibility of a corrupted file during upgrades.

STATISTICS
Service Team: 
Enterprise Collaboration