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Thank you. We did receive an email notification on Saturday evening that they had 'fixed' the red diamond issues. Since we had been dealing with that issue for MANY months, I did not read the email as closely as I should have. What's surprising is that support did not know about this issue – they could have told us right away to do the 'trick' where you change each site to reset it (change to say 'use this site' save, change to say 'use these sites' select sites, save)
I am pretty sure Sat 18/Sept/2021 was the first time any of our New Zealand based customers (hanging of AWS in Sydney) have seen this issue.
This occurred on one of our biggest customer, & they weren't happy to say the least. We also had another three customers experience the same issue issue on Monday 20/Sept. Those customers may have been closed over weekend, so probably not noticed this outbound issue until fully open for business.At least we know the temp workaround now (& are awaiting RCA report, associated with our first case on 19/Sept/2021).
We did the work around several times. The red diamonds would keep coming back.
I thought the fix that they said they implemented this past weekend was supposed to keep us from having to do the reset again in the future. I had no idea that whatever they did would break our outbound dialing capabilities. It was as if the database that controls phone identifiers was corrupted as calls could route TO agents on their remote phones without any issue. But those same remote phones were unable to make an outbound call because PureCloud thought there wasn't a phone associated with the user.
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