Last week one of the T1 line on the private netwok for our peripheral gateways went down for about 10 minutes. Around the same time of the outage all agent active calls and CTIOS connections were disconnected and CEM had stopped working. The agents were able to log back in to CTIOS and take calls after about 10 minutes or so. So my questions are:
- Did the private network outage cause the agents active calls, CTIOS, and CEM outage?
- Which ICM log(s) can I look at to see if the line outage co-relates with the agents calls, CTIOS, and CEM outage?
According to the design documents the private network outage should not impact active calls or services. We are running CM 4.1 and ICM 7.2.7 versions.
Any info is appreciated.