Avaya Call Audio Issues Impacting CEC Agents

We are approaching two hours since opening with no reported occurrences. We continue to work with our THD, Avaya, and Cisco partners to determine the cause of yesterday’s dropped calls, but will close this communication stream for now. We will continue to monitor. If any issues are encountered, please submit a Tech Deck ticket with the call date and time, the customer’s phone number, and any relevant details.

We have not yet identified a root cause for the reported occurrences. Avaya is actively reviewing all reported instances to determine whether there are any common elements across the disconnects and will continue monitoring the environment. If you encounter any additional disconnects, please submit a Tech Deck ticket with the call date and time, the customer’s phone number, and any relevant details to support further investigation.

We are investigating reports of call issues affecting CEC agents including one‑way audio, no audio, and unexpected disconnects. Initial reports began around 11:00 AM today and increased throughout the afternoon (around 20 reports across Sales / CS). The issue has been validated and escalated to the THD UC / Avaya teams for further review.

If encountered, please submit a Tech Deck ticket including the call date and time, the customer’s phone number, and any relevant details of the issue.