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News : Telstra Triple-0 Outage Caused by Multiple Technical Issues, Investigation Concludes

#contactcenterworld, @Telstra

Sydney, Australia, Mar 27, 2024 - Telstra's triple-0 outage on March 1 was the combination of a technical fault, an issue in the backup process and a communication error that occurred in the heat of the moment, Telstra CEO Vicki Brady has said.

The outage, during which a Victorian man died, took place at Telstra's triple-0 call centre at the start of the month and affected calls from five states and territories.

The issue resulted in Telstra operators being able to answer calls, but not redirect them to all triple-0 call centres.

Calls from Victoria, New South Wales, Tasmania, Western Australia and the ACT were affected.

Of the nearly 500 calls to triple-0 during the 90 minute outage, Telstra was unable to transfer 148 of them.

It forced Telstra operators to email referrals, some of which were not received by Triple Zero Victoria operators until after 7am.

Telstra has now shared the findings of its investigation publicly and Ms Brady said people should be able to rely on the technology to get help as quickly as possible and "anything less is not good enough".

Three issues caused the outage

Ms Brady said the incident was the combination of three issues.

The first was a technical fault that resulted in connections to the database reaching the maximum limit, in turn triggering an undetected software fault.

The second was a backup process issue. For all 24 state emergency operators, Telstra stores a backup phone number in a secondary database that can be used for manual transfer should it be needed.

For eight of those 24, the stored number was not correct, which prevented operators from being able to make the manual transfer of the call to the respective emergency services operator.

#contactcenterworld, @Telstra

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.abc.net.au


About Telstra:
Company LogoTelstra Incorporated is a global provider of advanced communications services to multinational corporations.
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Today's Tip of the Day - Make Self Service A Breeze

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Published: Thursday, March 28, 2024

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2024 Buyers Guide Contact Center Assessments

 
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