Genesys Cloud (formerly PureCloud)

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MS Outage / PC Voice Disruptions

  • 1.  MS Outage / PC Voice Disruptions

    GCAP Member
    Posted 12 days ago
    Hi All,
    We had customers complaining of call disconnects yesterday afternoon during a period that overlapped with a large Microsoft outage that down detector picked up on. Seems correlated to me but not sure. Did anyone else notice any problems with calls connecting to or disconnecting from a purecloud voice org?
    #Telephony

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    Dean Thames
    Koch Business Solutions
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  • 2.  RE: MS Outage / PC Voice Disruptions

    GCAP Member
    Posted 10 days ago
    Keep pressing support. We were down last Monday till Friday with inconsistent voice and found corrupt edge as the issue. Not sure what caused that yet. Customers could not call in or when they called in it would drop them as soon as they selected from IVR. Agents would not get transactions or if attempted callback would give Dial Plan not found message.

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    Greg Barrett
    Outdoor Network, LLC
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  • 3.  RE: MS Outage / PC Voice Disruptions

    GCAP Member
    Posted 8 days ago
    https://status.mypurecloud.com/
    According to the status page no issues are mentioned. Can you tell please which region are you referring to?

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    Gennaro Montanino
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  • 4.  RE: MS Outage / PC Voice Disruptions

    GCAP Member
    Posted 8 days ago
    This was eastern America. No issues were reported on the site for us as well.

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    Greg Barrett
    Outdoor Network, LLC
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  • 5.  RE: MS Outage / PC Voice Disruptions

    Posted 7 days ago
    We also had issues the whole of last week and the issue that CARE pointed to was on a couple of Edges that was causing errors.

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    Rico Cornelio
    Working Assets Funding Service, Inc. on behalf of itself and its affiliate, Credo Mobile, Inc.
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  • 6.  RE: MS Outage / PC Voice Disruptions

    GCAP Member
    Posted 6 days ago
    We're continuing to get isolated reports of calls disconnecting after one or two rings, or higher abandon rates for some customers.

    I think the MS outage from last week was definitely carrier related, and there is carrier overlap between them and Genesys, but it was much more severe than what we're seeing now, which is more random/low recurrence, but still abnormal.

    Of course, the issue here is that it's very difficult to troubleshoot. Call detail logs really only tell you that a call was disconnected. There's nothing really of value there that would help indicate the nature of the issue. Client, carrier, application, etc...

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    Dean Thames
    Koch Business Solutions
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