Call Center Lines downOctober 01, 2020 1:09 p.m.
07/11/2019 8:00 am
Some Call Center digital lines were reported as not being in service.
Users of digital lines in call centers were unable to use their phones.
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.
Telephone & Voicemail Services
ROOT CAUSE ANALYSIS
A code upgrade to the phone system resulted in several corrupted files for the digital phones.
Enterprise Collaboration worked with the affected units to get the phones restored on new TNs.
Vendor and Enterprise Collaboration are working on the upgrade process to reduce or remove the possibility of a corrupted file during upgrades.