If I was a betting person, I would have to guess that they performed an update to their "database" that both myCIC and the automated attendant are connected to. (NOTE: Not GCMS. This is still functional, as this will be where they are getting information from currently)
They likely performed blanket "updates" to the status "fields" (or cells, if you think in terms of spreadsheets), without performing a data-dump (backup) before hand. Maybe adding more informative descriptions? Who knows...
Continuing down that rabbit hole, if this is the case, they then allowed staff to continue working with the updated data for several days now. Without a "golden copy" to revert back to, or a pre and post update "dump" that you can collect differences on, you only have a handful of options:
- Restore from the last good backup. This has a major problem, as it would have the same psychological effect on patrons.
- Leave the system as is. Massaging, by hand, any patron who calls or writes in to inquire.
- Or, the Ostrich.
It would appear either 2 or 3 is what's happening.
In this case, I suspect that it's SSC and not IRCC. If it is IRCC, then they really are pretty slow to notice such a dramatic failure.
$0.05
/Off_Soapbox