Intermittent Issues with Call Centers

October 22, 2021 2:49 p.m.
Outage category: 
Telephone
Location: 
All Call Center users on the Webex Contact Center Platform/Veracity
Status: 
Closed
Resolved alert: 
10/22/2021 12:19 pm

Intermittent calls dropped, silence on the phones, calls could not be transferred, calls disconnecting, no audio.

Initial symptoms: 

The above issues were reported in the WCC group chat then test calls were made. An email was sent to our vendor then an alert sent our after talking to leadership even though it dealt with call centers to let the Mason community know their was an issue.

Duration: 
09/27/2021 2:20 pm - 10/22/2021 12:19 pm
Impact to Mason: 

Anyone calling into a call center or those using the call center to make transfers. Again on an intermittent basis.

Affected Services: 
Telephone Services
Other Affected Services: 
Call Centers using Webex Contact Center
ROOT CAUSE ANALYSIS
Cause: 

A downstream carrier that WCC/Veracity uses had been impacting their carriers and the end user phone numbers, had a DDOS attack.

Resolution: 

The downstream carriers worked on moving lines around to control the outage.

Prevention: 

It was a DDOS attack. The vendor has worked with security consultants to create a new framework to handle future DDOS attacks.

STATISTICS
Service Team: 
Show Help for Service Teams telecom, Mason call centers, Veracity, EIS, EC