Call Center Down : If Only AI Could Diagnose Network Traffic Problems
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Call Center Down : If Only AI Could Diagnose Network Traffic Problems
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Call Center Down : If Only AI Could Diagnose Network Traffic Problems
What happens when hundreds of call center employees suddenly find their systems grinding to a halt, only for everything to return to normal at 5 pm? And why does the same problem return at 9 am the next morning?
Wolf O'Rourc joins Jack Smith to revisit a network incident where an overloaded Cisco backbone brought customer service operations to a near standstill. Finding the cause became an exercise in troubleshooting, escalation, and detective work defining the culprit to be quite an unexpected source.
Find out more about Wolf O'Rourc at https://www.wolforourc.com/
Want even more info ? Read our show notes and related blog post related to this episode : https://blog.ithorrorstories.eu/episode-28-call-center-down/
00:00 Introduction
01:09 Networking Issues
05:41 Communication Breakdown
10:37 Unauthorized Streaming
19:29 Resolution and Learnings
35:11 Future of IT