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login in purecloud

  • 1.  login in purecloud

    Posted 01-08-2020 09:28
    no user can log in purecloud in Brazil know something?
    #PureCloud QA Episode

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    Erivelton Vieira
    TELMEX DO BRASIL S.A.
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  • 2.  RE: login in purecloud

    Posted 01-08-2020 09:30
    Same issue here in US. Looks like they just provided a status update (for US East region)

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    Emily Kammerer
    Ascendium Education Group, Inc.
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    Original Message


  • 3.  RE: login in purecloud
    Best Answer

    GENESYS
    Posted 01-08-2020 09:30
    status.mypurecloud.com

    Logins: America's Region US East
    Identified - New logins may be experiencing intermittent issues at this time while existing logins are not currently impacted. The development teams have been engaged for review and mitigation. Next update 9:45 am EST.


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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 4.  RE: login in purecloud

    Posted 01-08-2020 09:35
    My Agents that are logged in are not being given Interactions. They are just sitting in Queue

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    Steven Moore
    MITRE Corporation
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    Original Message


  • 5.  RE: login in purecloud

    GENESYS
    Posted 01-08-2020 09:36
    You should open a case with Care to get it logged.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 6.  RE: login in purecloud

    Posted 01-08-2020 09:41
    Already done. Figured id pick others brains while waiting

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    Steven Moore
    MITRE Corporation
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    Original Message


  • 7.  RE: login in purecloud

    GENESYS
    Posted 01-08-2020 09:50
    I had a call waiting in queue for quite a while in my org with an agent still logged in. Did a refresh on my UI and the call then went through. There is a lot of latency right now, though, so a refresh could just as easily lead to a login error.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 8.  RE: login in purecloud

    Posted 01-08-2020 09:51
    Thanks for the update. We are just being patient, and waiting for the 10am update

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    Steven Moore
    MITRE Corporation
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    Original Message


  • 9.  RE: login in purecloud

    Posted 01-08-2020 10:02
    Hi, 
    We are experiencing the same issues and have also opened a ticket.  We are fairly new to PureCloud.  Where do we go to see these updates?

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    Tonna Winkers
    Credit Union National Association, Inc.
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    Original Message


  • 10.  RE: login in purecloud

    GENESYS
    Posted 01-08-2020 10:05
    Hey @Tonna Winkers, if you submitted a case through the Success Portal, you should be able to see updates there. If you need help accessing the Success portal, you should be able to log in and find it on Know.Genesys.com or contact CustomerCare@genesys.com to get account assistance.

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


  • 11.  RE: login in purecloud

    Posted 01-08-2020 10:11
    you can also subscribe on status.mypurecloud.com

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    Steven Moore
    MITRE Corporation
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    Original Message


  • 12.  RE: login in purecloud

    GENESYS
    Posted 01-08-2020 10:28
    Yes, I find that handy...especially the text alerts.

    Next update is supposed to be 10:30.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 13.  RE: login in purecloud
    Best Answer

    Posted 01-08-2020 10:49

    Jan 8, 10:41 EST
    Resolved - This incident has been resolved.

    Jan 8, 10:33 EST
    Monitoring - All services are now passing health checks. Users still experiencing issues should refresh the application. Monitoring for stability.

    Jan 8, 09:56 EST
    Update - Teams are monitoring services while mitigation steps take affect. Next update 10:30 am EST or sooner as information becomes available.

    Jan 8, 09:53 EST
    Update - Impact update: Logins have mostly returned to normal however users may continue to experience intermittent issues while using features that rely on directory functions until recovery completes.

    Jan 8, 09:42 EST
    Update - Mitigation steps are currently being applied. Next update 10 am EST.

    Jan 8, 09:28 EST
    Identified - New logins may be experiencing intermittent issues at this time while existing logins are not currently impacted. The development teams have been engaged for review and mitigation. Next update 9:45 am EST.

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    Erivelton Vieira
    TELMEX DO BRASIL S.A.
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    Original Message


  • 14.  RE: login in purecloud

    Posted 01-08-2020 14:59
    We had 191 abandoned calls during this outage, as calls would not transfer to agents. New logins were denied and existing logins were unable to handle calls.

    Please pass along that it would be helpful if the Incident Reports reflected the total impact, as surely more than just Logins was impacted.

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    George Beikler
    EFG Companies
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    Original Message


  • 15.  RE: login in purecloud

    GENESYS
    Posted 01-08-2020 15:47
    Hey George,

    Sorry you had that experience and having a report for total impact seems very helpful. Have you used our PureCloud ideas lab before? Submitting your request for total impact analytics or seeing if a similar idea already exists would be a great starting point to raise this issue. 

    Cheers,

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


  • 16.  RE: login in purecloud

    Posted 01-10-2020 10:34
    Good Day Matt & George
    The RCA for the login incident was finally provided due to our Ticket raised vis a vis the incident. From the RCA, I have two questions which I was wondering if you could assist in clarifying 
    1: "The root cause of the incident was a driver compatibility issue due to a python 3 upgrade"
    Question= How come we were not informed of the Python 3 upgrade as is customary for any major upgrade ?

    2: "    The behavior change was not captured in the test environment prior to release as load tests were not sufficient to trigger health check failures"
    Question=     How come the testing environment did not simulate the amount of load in Production?
    Regards
    Samuel

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    Samuel Effange
    Nissan North America, Inc.
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    Original Message


  • 17.  RE: login in purecloud

    GENESYS
    Posted 01-10-2020 13:42
    Hey @Samuel effange, 

    I had to ask around to get some answers for you, but here is what I've been told:

    1) Q: How come we were not informed of the Python 3 upgrade as is customary for any major upgrade?

    A: Notifications would not be issued as it was infrastructure upgrade in our architecture and it's proprietary. We do normally schedule maintenance windows for deploys deemed high risk, but this was not thought to be high risk as tests passed >3 weeks as the RCA explains​.

    2) Q: How come the testing environment did not simulate the amount of load in Production?

    A: We learned a valuable lesson. There was load, just not at 2x.

    Hope that helps! 

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


  • 18.  RE: login in purecloud

    Posted 01-13-2020 10:07
    Hi Matt,
    Thanks for looking into my questions, and for the answers provided. It helps.
    Regards

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    Samuel Effange
    Nissan North America, Inc.
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    Original Message


  • 19.  RE: login in purecloud

    Posted 01-09-2020 03:48
    Hi @George Beikler

    The information on the PureCloud status page is a little lite in details. I believe the focus during a situation like this is to restore the services.

    If your ticket is still open, you can request the RCA report for this incident which is way better than the information on the status page.​​

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    Paulo Mesquita
    Spark NZ Trading
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    Original Message


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