Outage category: Telephone
Location: All Call Center users on the Webex Contact Center Platform/Veracity
Status: Closed
Resolved Alert: Fri, October 22, 2021 12:19 pm
Initial Symptoms
The above issues were reported in the WCC group chat then test calls were made. An email was sent to our vendor then an alert sent our after talking to leadership even though it dealt with call centers to let the Mason community know their was an issue.
Root Cause Analysis
Cause
A downstream carrier that WCC/Veracity uses had been impacting their carriers and the end user phone numbers, had a DDOS attack.
Resolution
The downstream carriers worked on moving lines around to control the outage.
Prevention
It was a DDOS attack. The vendor has worked with security consultants to create a new framework to handle future DDOS attacks.