Wavenet Maintenance Reference: PEW2023-81
Summary: TeamsLink certificate update
Start Date & Time: 06/11/2023 @ 20:00 GMT
End Date & Time: 06/11/2023 @ 22:00 GMT
Priority: HIGH

Impact: During this work, parts of the TeamsLink infrastructure will be updated with new certificates. The following services will be affected or at risk during this maintenance window:-

TeamsLink Portal
The TeamsLink Portal will be briefly unavailable during the maintenance window as services are restarted.
Contact Centre agents that require Portal access in order log in/out or manage their queue presence may need to use the fallback method of dialing the short codes from the Teams client to achieve this.

These codes are:-

*0 - This will take you to the full menu
*1 - Log In/Log Out to Call Queue
*2 - Break
*3 - Busy
*4 - Finish Wrap up (This option is only available when an agent is in Wrap Up)
*5 - To Extend Wrap up (This option is only available when an agent is in Wrap Up)

Teams Calling
Work will be completed in a staggered manner across redundant pairs of SBC servers to avoid interruption of service. If however the update is unsuccessful there is a small risk that calls in both directions will not connect for a brief period while changes are reverted.

Business Justification: Routine certificate updates.

We would like to apologise for any inconvenience caused by this maintenance.