Contact Centre Service Outage – September 23, 2014

Contact Centre is currently experiencing a service outage. Technicians are currently investigating. Service should failover to the backup service using a Hunt Group Queue.

Actions to perform while service is impacted

Steps for agents to login to Hunt Group Queue:
1. If you normally use Extension Mobility, ensure you are logged into your profile.
2. Notice that the phones screen says “Logged out of Hunt Group”.
3. Lift the receiver and select the HLog button. Hang up the phone.
4. Ensure the phone no longer displays “Logged out of Hunt Group”.
5. Call the contact centre; ensure the call goes through to the agent.
6. Ensure to Logout of the Hunt Queue when leaving your desk or going home for the day. To logout of the Hunt Queue:
o Lift the receiver and select HLog. Hang up the phone.
o Ensure the phone displays “Logged out of Hunt Group”.

Actions to perform when service is recovered

Once we have confirmation that the connection has been restored, we will inform each call centre to logout of the Hunt Group Queue, and log back in to Contact Centre.
Steps to Logout of Hunt Group:

1. If you normally use Extension Mobility, ensure you are logged into your profile.
2. Lift the receiver and select HLog. Hang up the phone.
3. Ensure the phone displays “Logged out of Hunt Group”.
4. Login to the contact centre per normal process.
5. Call the contact centre; ensure the call goes through to the agent.