IT is actively working to ensure our VPN services are more stable and reliable.
IT is actively working to ensure our VPN services are more stable and reliable for as many agents as possible.
This week we have deployed 2 additional VPN concentrators to our existing pool of 4, raising capacity by 50%. This was done today, so we will not notice an effect until tomorrow morning. We've also made adjustments to our VPN configuration in 2 ways, one that may improve stability of voice and another that may impact performance. The network team will be monitoring for improvements over the coming days.
Because we've had so many users work from home in a short period, identifying the root cause of some of the issues has been difficult. We know that some issues are driven by residential internet issues in Manila and Bogota. We also highly suspect that there are VPN capacity issues in our data centers, but have not enough information to prove it. Next week I will be working with the Infrastructure, Network and IT Ops teams to build better processes around issue tracking and problem identification.
We are also actively working towards building a permanent, scalable architecture without capacity restraints. We expect to have that architecture identified and to our vendors for quoting next week. We expect that architecture to be implemented in 4-8 weeks.
More updates to come next week.