Outage category: Telephone
Location: All Mason departments using Webex Call Center
Status: Closed
Resolved Alert:
Initial Symptoms
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.
Root Cause Analysis
Cause
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.
Resolution
WCC: We are working on redirecting network traffic.
Prevention
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.)