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Resolved: Issues via outbound calling have been resolved by the vendor. Normal call center functionality, including virtual queuing/automated call back has been restored.
Outbound calls from the campus phone system drop after 30 seconds to two minutes; inbound calls are not affected. Impact affects campus call centers operational with: Cougar Central, Student Financial Services, Dean of Students, Extended Learning, and the IITS Help Desk.
The impact is related to the virtual queuing & call back feature enabled with campus call centers. As a time to resolution not known, IITS will be disabling the virtual call queue and call back feature starting tomorrow (April 21st)at 8am in order to restore normal inbound call queues.
The issue appears related to CSUSM’s upgrade to the MX-One’s phone system that was performed on Friday night (April 16th). Additional troubleshooting identified the root issue as tied to outbounds calls generated by the system’s virtual queuing capability that calls folks back when an agent is available.
TIME TO RESOLUTION:
Unknown at this time. Interim solution will be to disable the feature that is creating the problem.
As events dictate and/or time of resolution.
IITS technical staff continue to work with our service vendors to troubleshoot the issues affecting Call Center services on campus. Telephone services have been affected in Cougar Central, Student Financial Services, Extended Learning and the Dean of Students offices. We are working to resolve the issue, but no ETA to resolution is currently avaialble.
IITS technical staff and service vendors continue to troubleshoot the issues affecting Call Center services on campus. Telephone services with the offices of Extended Learning and Dean of Students are also impacted. Please check back later for any update.
CSUSM's Cougar Central Call Center's phone services are currently down. IITS is working with our vendors to resolve the issue and will provide more information as it becomes available. Please check back later for any update.