We had a couple of weird occurrences over the holiday period (between Christmas and New Years Day) where schedule based routing would be turned on for call routes, but somehow the call flow for closed and holiday were no longer populated.  We know that this couldn't have been deleted through the admin tool as the system will not let you save the record without these fields populated.  This happened to more than 20 call routes, and in some cases, changes to fix the record were gone the next day.

We also had a user who lost all of their roles, even though there was no record in the system that her profile had been changed.

Did anyone else see anything like this?  I'm just trying to understand how it could happen more than anything....
#ArchitectureandDesign
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Brenda

------------------------------

Hello Brenda
Are you using the APIs to trigger any of these changes? We noticed that if, for example, you set the system in emergency mode via API you also need to re-load the routing configuration when you switch it back otherwise it is blank...


------------------------------
Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
------------------------------

Original Message:
Sent: 01-14-2019 15:42
From: Brenda Wynne
Subject: Inexplicable Issues with Missing Data

We had a couple of weird occurrences over the holiday period (between Christmas and New Years Day) where schedule based routing would be turned on for call routes, but somehow the call flow for closed and holiday were no longer populated.  We know that this couldn't have been deleted through the admin tool as the system will not let you save the record without these fields populated.  This happened to more than 20 call routes, and in some cases, changes to fix the record were gone the next day.

We also had a user who lost all of their roles, even though there was no record in the system that her profile had been changed.

Did anyone else see anything like this?  I'm just trying to understand how it could happen more than anything....
#ArchitectureandDesign
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Brenda

------------------------------

No, we do not use APIs to trigger any changes.   All changes are made through the Admin screen in PureCloud.

------------------------------
Brenda

------------------------------

Original Message:
Sent: 01-15-2019 01:53
From: Blair Wilkinson
Subject: Inexplicable Issues with Missing Data

Hello Brenda
Are you using the APIs to trigger any of these changes? We noticed that if, for example, you set the system in emergency mode via API you also need to re-load the routing configuration when you switch it back otherwise it is blank...


------------------------------
Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd

Original Message:
Sent: 01-14-2019 15:42
From: Brenda Wynne
Subject: Inexplicable Issues with Missing Data

We had a couple of weird occurrences over the holiday period (between Christmas and New Years Day) where schedule based routing would be turned on for call routes, but somehow the call flow for closed and holiday were no longer populated.  We know that this couldn't have been deleted through the admin tool as the system will not let you save the record without these fields populated.  This happened to more than 20 call routes, and in some cases, changes to fix the record were gone the next day.

We also had a user who lost all of their roles, even though there was no record in the system that her profile had been changed.

Did anyone else see anything like this?  I'm just trying to understand how it could happen more than anything....
#ArchitectureandDesign
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Brenda

------------------------------