Call Center Unreachable for Some Customers
Incident Report for Trust PH TECH
Resolved
Our call center systems have resumed standard operations.
Posted 6 months ago. Apr 17, 2017 - 16:46 PDT
Update
We have successfully moved several of our call center customers to our secondary phone system, and will continue implementing our business continuity procedures this morning. The carrier has provided us with an updated ETA for repair of 10am Pacific.
Posted 7 months ago. Apr 07, 2017 - 06:42 PDT
Update
We are moving the affected call centers to our secondary phone system while our upstream telecommunications carrier works to repair the failed equipment overnight tonight. We expect this repair to be completed prior to the start of business tomorrow. In the meantime, we will continue executing our business continuity procedures to restore service through our secondary call center systems as quickly as possible.
Posted 7 months ago. Apr 06, 2017 - 15:12 PDT
Identified
PH Tech has identified the issue as a telecom provider equipment failure. We are working to resolve the issue as quickly as possible.
Posted 7 months ago. Apr 06, 2017 - 10:44 PDT
Investigating
Some callers are unable to reach PH Tech call center agents at this time, with callers receiving a "your call cannot be completed as dialed" message, or the line will ring continuously with no answer. We are working to determine the root cause of the issue.
Posted 7 months ago. Apr 06, 2017 - 08:26 PDT