{:closed=>"Closed", :complete=>"Complete", :false_alarm=>"False Alarm", :identified=>"Identified", :investigating=>"Investigating", :open=>"Open", :recovering=>"Recovering", :resolved=>"Resolved", :scheduled=>"Scheduled", :underway=>"Underway"}

The service outage in our Boston data center on 2/17/2019 caused the network connection between our outbound call queue and outbound PCI IVR servers to become stale. This stale connection made our IVR servers unable to place outbound calls, and caused any queued outbound calls to remain in the call queue. At approximately 4:33pm on 2/18/2019 our outbound PCI servers were restarted so that this connection could be reestablished, resulting in all previously queued calls to go out. description of impact: Any outbound calls queued to our PCI environment during the impact duration did not go out as scheduled and would have gone out at 4:33pm on 2/18/2019. steps for prevention: We will adding additional monitoring to our outbound queues to ensure that all calls are being placed as scheduled.

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