Good Morning,
As you can probably relate, we're in the middle of a global pandemic and as all of our staff are working remotely, we try to minimize disruption and maintain stability. As a business, keeping staff in contact with clients is remarkably important to us.
So imagine my reaction to waking up to more than fifty tickets in our system with our European agents reporting they were unable to log into their queues. The 16.3.0.144 update was applied to all of our workstations at some point this weekend. A remarkable event, as I had deliberately held off applying that update to maintain the aforementioned stability during the pandemic.
That update overwrote the client side 3CXWin8Phone.user.config file which had been amended to run custom code. As a result, our agents, who had logged off on Friday using that code, could not log on this morning until we replaced that file with the correct one. I see no notice that this patch was going to be pushed unilaterally. So what happened? Why was this done? Before we do updates, we trial new software and test all aspects of our operation. When we do apply new software, we do it office by office, in stages over time, to address any unforeseen issues. Yet today, that all went out the window because some anonymous 3CX engineer pressed a button and bricked our ability to conduct business with clients for about three hours. Now we have unvalidated software active on production systems and I have no idea what follow-on issues will arise because of it.
A disappointing way to start the week.
As you can probably relate, we're in the middle of a global pandemic and as all of our staff are working remotely, we try to minimize disruption and maintain stability. As a business, keeping staff in contact with clients is remarkably important to us.
So imagine my reaction to waking up to more than fifty tickets in our system with our European agents reporting they were unable to log into their queues. The 16.3.0.144 update was applied to all of our workstations at some point this weekend. A remarkable event, as I had deliberately held off applying that update to maintain the aforementioned stability during the pandemic.
That update overwrote the client side 3CXWin8Phone.user.config file which had been amended to run custom code. As a result, our agents, who had logged off on Friday using that code, could not log on this morning until we replaced that file with the correct one. I see no notice that this patch was going to be pushed unilaterally. So what happened? Why was this done? Before we do updates, we trial new software and test all aspects of our operation. When we do apply new software, we do it office by office, in stages over time, to address any unforeseen issues. Yet today, that all went out the window because some anonymous 3CX engineer pressed a button and bricked our ability to conduct business with clients for about three hours. Now we have unvalidated software active on production systems and I have no idea what follow-on issues will arise because of it.
A disappointing way to start the week.
