18:30 - Customers have reported lag on the system. This is affecting dispositioning calls, screen pops and general agent page lag. This is currently being looked at as a matter of urgency.
19:00 - We are still working hard on resolving this issue and another update will be provided as soon as possible.
19:30 - The issue has now been resolved by the infrastructure team, we apologise for any inconvenience caused.
Certain customers complained of performance problems with the user interface.
After investigation, it was found that a database synchronisation, which is a normal process, was flooding network connections and degrading throughput for other services.
The synchronisation was halted and service returned.
The root cause of the issue was that after the upgrade of the network on the 27trh June, capacity between these nodes has increased 10 fold and this has allowed the process to become service affecting.
The process is being re-configured to limit bandwidth to prevent reoccurrence.