If a customer is experiencing organizational issues or unexplained errors, it is best to begin troubleshooting by Restarting the Services

Support is not to restart a customer's XCS. If a customer is requesting a service restart, please send the customer the below guide on how to restart their services. If the customer needs it, please also make an admin account for the customer as well. The MOP on how to create XCS Admin accounts.


Step-by-step guide

Add the steps involved:

  1. Access customer Setup
  2. Before restarting, make sure you communicate with the customer that the Restart will drop all the current calls.
    Restart will last 2-5min, agents will not be required to log back in. 
  3. Click on Restart Icon
  4. After clicking a window popup will appear, click Force Restart

  5. Verify that the customer is up


How to create XCS Admins

How to create a new ECS Admin Account Video (UPDATE LINK)

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