14-Oct-2016 - Swiss Outage - Telephone Outage

Please note this email is communicating a possible outage with Call Centre technology

Telephony:

The piece of equipment that manages routing of calls is currently not functioning properly.

This is causing our agents to not be able to identify between different call queues including crossing between ESM and Swiss calls. This is causing higher than normal call volumes.

Agents are still able to process orders.

1.       Are agents receiving calls? YES – Lines crossing  between Swiss chalet and ESM.

2.       What users are affected by this? Internals, Service Desk, Home Agents, etc.—Internal agents

       3.     Is the (416) 439-0439 or (1-866) 439-0439 working and are calls being routed to an agent? YES

                      a) If not, what is happening when calling?

       b) Do you hear the “Thank you for calling Swiss Chalet” message?

       4.     Is the (1-877) 877-2957 working and calls are being routed to an agent? N/A

                       a) If not, what is happening when calling?

                      b) Do you hear the “Thank you for calling the Cara Restaurant Service Desk” message?

       5.     Is the (905) 760-2244 working and are calls being routed to the voice auto prompt                                                     

                        a) If not, what is happening when calling?

       6.     What are the nature/symptoms of the outage? Different call queues including crossing between ESM and Swiss calls. This is causing higher than normal call volumes.

                         a) Are agents able to log into their physical/soft phones?

                        b) If not, what is the error message?

       7.  Is there an error message on the physical or soft phone set when attempting to make a call?

                          a) If so, what is the error message?

8.       Can you make outbound calls? Yes

9.       Can you dial 4 digit extensions between Ridgetop and Vaughan Offices? N/A

10.   Are inbound calls going to the correct agents/skill sets? No

11.   Do all real time displays work? No. Queues are not loading.

                          a) If not, what error message are you receiving?