Tweet
Sigh.
So The Client moved the ITSD over to a shiny new VOIP system, complete with new desktop application through which all calls and tickets will eventually be routed. At present, only the calls are routed through it. (Chat and email to be added later.)
I was not a fan of the notion when it was announced, for a variety of reasons, but chief among them was my worry of "If the network goes down, that'll take the phones with it, surely."
Welp.
Suddenly everyone at the ITSD got an error pop up and our desktop app shows us as being in a "not ready" state. Toggling back to "ready" does nothing. It pops us back to "not ready."
No problem, we should be able to log our phones out of the VOIP system and back to the old system until the VOIP comes back up. Except, no, our phones are locked in a "discover" state where they're trying to find an IP address that will work and they won't let us do anything.
Meanwhile, our group chats are aware of the network issues (some folks can't even log into their computers) and are trying to figure it out.
One of my CWs tries logging into a phone in our office that hadn't been moved to the VOIP system. Phone shows him as logged in and ready for calls, but none of the now 5 calls waiting will go through. Other CW goes to a working phone and tries recording an outgoing message to inform the people in the queue of what's going on. I see him do it, hear him do it. I call from another working phone to check the message... and it's not there.
We call our managers to let them know of what's going on, but we're basically stuck. No ability to take calls, no ability to inform the queue of what's happening, just sitting with our thumb up our ass waiting for the network to get fixed.
I hate not being able to do anything to fix a problem.
So The Client moved the ITSD over to a shiny new VOIP system, complete with new desktop application through which all calls and tickets will eventually be routed. At present, only the calls are routed through it. (Chat and email to be added later.)
I was not a fan of the notion when it was announced, for a variety of reasons, but chief among them was my worry of "If the network goes down, that'll take the phones with it, surely."
Welp.
Suddenly everyone at the ITSD got an error pop up and our desktop app shows us as being in a "not ready" state. Toggling back to "ready" does nothing. It pops us back to "not ready."
No problem, we should be able to log our phones out of the VOIP system and back to the old system until the VOIP comes back up. Except, no, our phones are locked in a "discover" state where they're trying to find an IP address that will work and they won't let us do anything.
Meanwhile, our group chats are aware of the network issues (some folks can't even log into their computers) and are trying to figure it out.
One of my CWs tries logging into a phone in our office that hadn't been moved to the VOIP system. Phone shows him as logged in and ready for calls, but none of the now 5 calls waiting will go through. Other CW goes to a working phone and tries recording an outgoing message to inform the people in the queue of what's going on. I see him do it, hear him do it. I call from another working phone to check the message... and it's not there.
We call our managers to let them know of what's going on, but we're basically stuck. No ability to take calls, no ability to inform the queue of what's happening, just sitting with our thumb up our ass waiting for the network to get fixed.
I hate not being able to do anything to fix a problem.
Comment