AVAYA Call Audio Outage

We believe the issue has been fully resolved, and systems are functioning as expected. THD is partnered with Avaya and performing a root cause analysis to prevent future occurrences. We appreciate your patience and understanding during this outage. If you experience any further issues, please contact the Tech Deck for assistance.

We believe we’ve identified the issue and have removed the affected server from the call flow. Additional steps are underway to ensure no other servers are impacted. We’re currently receiving positive feedback from GCC and the other THD call centers.

If you continue to experience degraded audio, please escalate the issue to the Tech Deck.

We are actively working with the THD UC and Avaya teams to resolve the issue. At this time, the majority of our call center is affected (at least intermittently), as are other THD call centers. We do not yet have an estimated time for resolution but will provide updates as soon as they become available. We appreciate your patience as we work through this incident.

We are currently experiencing audio issues affecting outbound calls and inbound calls to both Sales and Customer Service agents. Multiple reports from the CEC indicate that agents are unable to hear customers during calls. We have engaged AVAYA, and other THD call centers are reporting similar impacts. Our teams are actively investigating the issue and will provide further updates as soon as possible.