Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Are you prepared for a cloud outage? [podcast] - IR - ContactCenterWorld.com Blog

Are you prepared for a cloud outage? [podcast]

A series of recent cloud service outages has impacted people across the globe. In this latest podcast we talk about the underlying causes, why there seems to be a greater number of outages, despite reassurance the cloud is sage, and what your organization can do to mitigate the risk.

Click to subscribe to our UC Podcast on iTunes

Transcript

Scott: A series of recent cloud service outages has impacted people across the globe. What’s the cause of it? Here to talk about it is Mike Burke with IR. Mike, are we seeing more outages than normal or does it just seem that way?


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Mike: Well, I don’t think we’re seeing more outages than normal. It’s the sort of thing that because there’s more emphasis and migration to the cloud for day to day computing and application functionality that when it happens it affects more people and things that people have come to rely on as a daily part of their both work life, but also their personal life these days. And so when an outage occurs, it’s more widely felt within the community at large and so there’s both business and personal impact. You know, when something like say Netflix is interrupted. When an Amazon—when AWS goes down for a brief period of time - it’s not just about a business outage. It’s a personal outage as well.

Scott: What would you say to those companies who rely on those services? What should they do knowing that they’re, you know, this is going to happen from time to time. What are some things that they can do to prepare for it?

Mike: Well, get ahead of the game and companies, such as Netflix,  they have a very active fault injection routine that they go through to continuously inject faults into their network and then see what happens and use that proactively. Use that information proactively to continuously improve the network so that should that fault happen in the real world in an uncontrolled situation, they’ve got a workaround in place already and the idea of having self-healing networks, if you will, or multiple levels of redundancy is very helpful. Thinking ahead, these are the failure scenarios that we’ve tried and this is what we know we can do to mitigate those. The other thing is put your services on more than one cloud. There’s multiple ones out there. You know, Google, Azure from Microsoft, Amazon Web Services, AWS. There’s multiple cloud environments available for hosting platforms, infrastructure, and applications.

Scott: For some of the outages that we have seen recently, what are some causes? I mean, it’s just the normal course of business. It’s gonna happen. Nothing you can do about it, or is that just where we are right now with the technology?

Mike: Well, the technology is pretty sophisticated. It’s higher than expected usage and perhaps a memory leak within an application that causes resources to be constricted at some point in time and then things just start to spin down. If you think about computing maybe like a superhighway. You know, when you look at it at 2 o’clock in the morning and you see fifteen lanes that are empty you can’t imagine that it would ever spin down but all that has to happen is, one car blows a tire or something like that and all of a sudden everything can grind to a halt in both directions both from the incident and from the gawkers. Well data processing can—it’s a intriguing analogy, but data processing can be a lot like that. Something goes wrong and all of a sudden services that are used to running along at a hundred miles an hour have to stop and take care of something else, fix it as you go, and then things start to back up and back up and sooner or later the system runs out of resources and it just has to spin down to be able to recover itself.

Scott: Some of the steps that you suggested that businesses can take to sort of prepare for this and you mentioned some examples like Netflix, that sort of thing. What if I’m a small business owner and I find myself just at the mercy of these outages and when it happens, there’s nothing I can do about it? I mean, are some of these same steps that you mentioned they’re applicable for even the little guy?

Mike: I think for a little guy that would be a pretty expensive thought process, but the idea of making sure that when you choose to go the cloud, you’re working with a cloud services supplier that has multiple regions and so the supplier itself has taken it upon itself to compartmentalize the delivery that it has available so that if a failure in one spot happens to pop up unexpectedly, they can transfer the data processing and the communications infrastructure or the communications connectivity over to another region that hasn’t been affected. So make sure you’re working with a cloud services provider that has got ample capacity and is itself interested in multiple levels of redundancy so that you’re not dependent upon just one computer like we all might be at home. You know, do your homework and make sure you find a provider that’s got the proper level of risk mitigation in place and can—it’s a cost tradeoff analysis. You can’t always spend enough money to go to the moon on all these things but what you can do is take a look at risk mitigation that’s in place with the various cloud services providers and pick one that’s got the right level of redundancy and risk mitigation in place that fits your budget.

Scott: Join us next time when we discuss the steps needed to be sure your system is ready for the demand of Thanksgiving weekend. For more podcasts, visit IR.com.

 

Mike Burke

Mike has banked more than 40 years in telecommunications, contact centers and networking while working at Honeywell, GTE, PNC Associates, Verizon, IQ Services, and now, IR Testing Solutions.

 

Source: http://www.ir.com/blog-uc/are-you-prepared-for-a-cloud-outage-podcast

Publish Date: May 4, 2016


2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 



View more from IR

Recent Blog Posts:
IR Live - Microsoft WPCJuly 13, 2016
Is your network ready for Skype for Business? (And how to find out)July 13, 2016
Why a network pre-assessment is critical for UCJuly 11, 2016
Cloud Comms Question No Longer 'If' But 'How'June 8, 2016
3 Steps to Bulletproof your Contact CenterMay 30, 2016
How to manage Skype for Business in a multi-vendor environment [podcast]May 26, 2016
Enterprise Connect 2016 Wrap [podcast]May 19, 2016
Why WebRTC will change the way you communicate [podcast]May 11, 2016
Are you prepared for a cloud outage? [podcast]May 4, 2016
What is Automated Feature Function Testing? (And why you need to know)April 28, 2016

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
 485 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =