We have an MS team, WCC Group, and centers were indicating that they were logged off and could not log back in. Teresa Gibbons put in a ticket with the vendor, Veracity, and as on a call with their support center. We were told the system was down in Washington, DC but checked the “Down Detector” and found it was a nation wide outage.
The users were the contact center call employees. They could not log in back in to do their jobs as they were logged off the system in the middle of their shifts.
Impact per WCC: All applications on Release 10 are currently impacted by a network infrastructure problem. We have found the root cause of the issue linked to a network infrastructure problem on Release 10.
WCC: We are working on redirecting network traffic.
This was a vendor outage and we have no control as to what steps they will take to prevent it from happening in the future. (If they post an AAR, I will send it as an attachment to this document.)