We have received reports of some users not being able to connect to their Agent Sessions via Call Me. Our teams are looking into these reports. As a working around, users can connect their Agent Sessions Using Computer Audio For Calls. We will update as more information becomes available.
UPDATE 6:03 AM PT: Our engineering team has identified the impacted systems and is working toward a solution.
UPDATE 6:13 AM PT: Our engineering team has patched the impacted systems and we are seeing operations return to normal.
UPDATE 6:31 AM PT: Our team has been monitoring and has seen stable performance since the patch was put in place. An RCA will be posted when it becomes available.
RCA: Conquer Support was notified at 4:56 AM PDT of an issue impacting some telephony connections. Agents attempting to connect their A-legs using the Call Me option experienced intermittent failures. Investigation uncovered this issue was caused by an area code database update, and the Conquer Engineering team immediately began rolling back the database. At 6:07 AM PDT, the Conquer Engineering team completed the data rollback, which immediately resolved most user-impacting issues. Conquer Engineering continued to monitor and restarted dependent systems that were not resolved by the data rollback. In addition to carefully reviewing this database update, the Conquer Engineering team will be adding additional redundancies to the A-leg connection process in case area code retrieval fails.
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Our engineering team has patched the impacted systems and we are seeing operations return to normal.
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