A Support Center technician noticed she had not gotten any calls since her shift started.
Customers were unable to reach the ITS Support Center via phone.
Per Veracity (the phone system vendor) The outage today seems to have been caused by the routing strategy not updating correctly.
Per Veracity (the phone system vendor), in order to resolve this issue we went ahead and cleared out the problem by deactivating the active strategy and then reactivating it. We then made a few test calls to the different options to verify that this change resolved the issue, and everything appears to be working correctly