What is "Normal instability" during a maintenance window?

In our support notifications we refer to two terms that is explained here. The terms are: 

  • General maintenance work
  • Normal instability

The definitions for these terms are:

General maintenance work
General maintenance work includes security patching, software & firmware upgrades, failover/redundancy testing, capacity expansions, certificate updates and equipment replacement.

Normal instability
The following scenarios may be experienced by customers covered by the term "Normal instability" during a maintenance window;

  • Users temporarily logged out of applications* (e.g. Agent Application, Administration Portal, TopUp, Wallboards & Verint) Please note available Agent Application agents will remain logged on to queues and will continue to receive calls.
  • Agent Application can be unresponsive for up to 60 seconds during the window (e.g. can’t log off/on, transfer, lookups, queue overview, etc. )
  • Delays in detecting an available agent or requests may be offered to unavailable agents (e.g. agents in pause, connected or logged off)
  • Delays in delivering Email/Social Media requests to Agent Application
  • Email sent from our hosted solutions delayed (e.g voicemail, various statistics reports) 
  • Verint (WFM/SA) statistic data/recoding files temporarily delayed/unavailable (<30 minutes)
  • Administration Portal features (e.g. Statistics, Media Archive, Catalogue, & FTP) temporarily unavailable/delayed (<30 minutes)
  • Delays/resending of SMS (from e.g. TopUp, Agent Application, Puzzel Messenger)
  • The TopUp (GUI) might be unavailable (<30 minutes)

 

 

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