Outage category: Telephone
Location: ITS Support Center Phone System
Status: Closed
Resolved Alert: Tue, September 7, 2021 10:05 am
Initial Symptoms
A Support Center technician noticed she had not gotten any calls since her shift started.
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