We have had reports that some customers may be experiencing issues such as;
-Agents being kicked out of the dialler
-High wait times
This issue has now been resolved.
For further information please contact support: firstname.lastname@example.org
Thank you for your patience regarding this matter.
Reason for Service Incident – Final
Date: 22nd April 2016
Platform: Easy Contact Now (106)
At 15:52 on Friday 22nd April 2016, several customers reported agents being logged out, screens freezing and/or calls not completing. The MSO process was started, but symptoms had cleared by this time. A critical software push was deployed at midday on the Easy Contact Now platform. This was successful, but a part of that process made a bulk change to database later in the afternoon which slowed the system for the duration of the transactions.
- 15:52: Certain transactions running slowly
- 15:57: Backlog of transactions clears
- 16:03:MSO process begun
- 16:05: Engineers confirm system had already automatically recovered
- 16:20: Root cause identified.
A hot-fix software push created a long running database query which then slowed platform performance.
The change management process was changed such that hotfixes are only pushed at night.
We apologise unreservedly for the inconvenience caused.