Who was the id--t that tried to update the VOIP system for both customer calls and internal calls the week before Christmas? Southwest says "we are working with Avaya and Technology with the highest priority to identify a resolution for each issue."
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Perhaps the PBX wasn't originally sized for such a huge increase in the amount of calls (most likely from angry customers) - due to various other internal SWA issues which caused the flight cancellations. Sounds like a scapegoat to help deflect from thier responsabilities. Hopefully the truth will come out so Avaya doesn't take yet another black eye which we can't really afford......
Phone system likely stayed up. However, unusually high call volumes due to an unexpected event probably resulted in not enough people available to answer them.
Not sabotage...outdated systems compounded with a holiday and one heck of a winter storm. Someone has to be accountable for this one. https://www.thelayoff.com/post/@3dqx+1kl9nb4n
Sabotage by an insider?