Support Call Routing Issues 10/17
Location: Magna5 Help Desk Services
Customer Impact: Magna5 identified that our upstream voice provider was incorrectly routing support calls. This resulted in calls being unable to be appropriately routed to agents. Callers may have experienced long hold times or were inadvertently sent to voicemail.
Resolution: Upon discovering the issue, Magna5 contacted our upstream voice carrier to investigate and rectify the issue. Our voice carrier confirmed they were unexpectedly routing voice calls to incorrect phone numbers; they were able to implement a resolution within 20 minutes of notification. Magna5 requested a root cause analysis from the vendor for documentation purposes.
We sincerely apologize for any inconvenience this may have caused during the interruption. Thank you for your continued business and support.
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