Problem with ITS Support Center Phone

September 08, 2021 6:56 a.m.
Outage category: 
Telephone
Location: 
ITS Support Center Phone System
Status: 
Closed
Resolved alert: 
09/07/2021 10:05 am

When calling the ITS Support Center, after hearing the upfront message and the menu, once the caller selected any option, they heard the message “Sorry, there was an error loading this page.” and then was disconnected.

Initial symptoms: 

A Support Center technician noticed she had not gotten any calls since her shift started.

Duration: 
09/07/2021 8:00 am - 09/07/2021 10:05 am
Impact to Mason: 

Customers were unable to reach the ITS Support Center via phone.

Affected Services: 
Telephone Services
Other Affected Services: 
ITS Support Center Phone System
ROOT CAUSE ANALYSIS
Cause: 

Per Veracity (the phone system vendor) The outage today seems to have been caused by the routing strategy not updating correctly.

Resolution: 

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

Prevention: 

Better testing

STATISTICS
Service Team: 
Support Center & Veracity