IT Systems Status

Outage Detail

Title: Completed/Resolved   TouchPoint Not Delivering Incoming Calls to SolCen
Description: TouchPoint is not delivering queued calls to available 2nd tier Solution Center agents. These call will also not deliver when "requested". This is an intermittent, but very frequent, problem. The problem started occurring randomly around the beginning of January and has now become very frequent, negatively impacting the Solution Center's availability.
Technical Description: Investigation into non-deliverable queued calls continues. Working with vendor support to analyze logs and determine where issue exists. Problem remains very inconsistent and has not been reproducible since reported outage. Vendor released service packs are scheduled to apply to NAU call center environment on 2/25, at 2AM. We will continue to monitor the issue once service packs are applied.

3/3/17 - Issue still occurring after Touchpoint update. Another configuration change is planned to try and address the issue.
Resolution: 5/5 - Issue has not been reproduced to date, however we have not made any changes that would have fixed the reported issue.
Status: Completed/Resolved
Environment: Production
Type: Unplanned
Begin: Wed, Feb 22, 2017 3:00 PM (estimated)
End: Fri, May 5, 2017 10:00 AM (actual)
ID: 5884
Created: Wendy E Garrison   Thu, Feb 23, 2017 8:59 AM
Last Modified: Sabrina Kay Martinez   Mon, Jun 26, 2017 5:08 PM