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# What impact would it create if ACS services went down?

# Quick answer

If the ACS (After-Call Services) pipeline is down, live calling, IVR menus, and recordings still work. The impact is limited to post-call automations:

* No After-Call API/webhook pushes → CRM won’t auto-log new calls.
* No After-Call SMS → customers/agents won’t get the usual text alerts.
* Billing/usage and Call-log enrichment (disposition, tags, recording link) are delayed until ACS recovers.

## When to use this guide?

Know what breaks vs. keeps working if ACS is down, how to keep operations moving, and how to verify/backfill once service is restored.

---

## What is ACS?

ACS (After-Call Services) is the post-call pipeline that runs right after a call ends. Depending on your setup, it drives:

* After-Call API (webhook) → pushes call data to your CRM.
* After-Call SMS → sends messages to callers and/or users.
* Billing/usage updates → adds call charges/metrics to Billing.
* Call log writes → stores post-call fields (disposition, tags, recording link).

---

## Prerequisites (for quick diagnosis)

Have these handy before you test/escalate:

* Client/Account ID and example Call ID/UID, with timestamps (IST).
* Whether After-Call API and/or After-Call SMS are enabled for the affected flows.
* Your webhook endpoint URL and whether it accepted other traffic (2xx) during the same window.

---

## What to do now?

1. Check service health

  * Open your organisation’s Status Page (if available). Note any ACS/automation incidents.

2. Run a controlled test call

  * Place one short call that should trigger ACS (e.g., a missed call if your rules send SMS/webhook for missed).
  * Record the time, DID, department, and expected action (SMS/webhook/log/billing).

3. Verify each component

  * Webhook: Inspect your endpoint logs for a POST within ~0–120s of the call.
  * SMS: Check recipient device(s); review Reports/Logs → SMS/After-Call SMS if available.
  * Logs: Open Calls → Logs and filter by last 60 minutes; look for your test call’s disposition/recording link.
  * Billing: Refresh usage after a short interval; note if the test call appears later.

4. Decide continuity actions

  * If webhooks are down, rely on Calls → Live and create Follow-Up tasks manually or from CRM call lists.
  * Pause time-sensitive exports/BI that depend on ACS fields to avoid partial data.

---

## Backfill & verification after recovery

1. Spot-check new calls (past 30–60 min) in Calls → Logs; confirm disposition, tags, and recording links appear.
2. Reconcile CRM

  * Export the outage window from Calls → Logs (CSV) and import to your CRM; dedupe by call_id/UID + timestamp.

3. SMS catch-up

  * If customer-facing SMS didn’t send, decide whether to send a one-time follow-up (avoid duplicate/confusing messages).

4. Billing confirmation

  * Ensure usage for the window is now reflected; note any adjustments on the next bill.

---

## Troubleshooting (self-checks)

* Only some calls are missing? The issue may be rule-specific (e.g., After-Call SMS enabled only for Missed).
* Webhook shows errors? Your endpoint may be rejecting payloads (non-2xx). Check TLS, auth headers, and rate limits.
* Duplicate CRM records? Implement idempotency in your CRM ingest (dedupe on call_id/UID).
* Recording link absent? Large files can appear a bit later than the log shell—recheck after a brief interval.

---

## Escalation (copy-paste email)

```
To: support@myoperator.com
Subject: ACS outage suspected — [Account ID]
Body:
Account/Company: [ ]
Impacted components: Webhook / After-Call SMS / Billing / Log writes
Example Call ID/UID & time (IST): [ ]
Expected vs observed behavior: [ ]
Webhook endpoint (if used) & HTTP result: [URL | 2xx/4xx/5xx]
Outage window tested (IST): [start → end]
Business impact: [e.g., CRM timelines stale, missed customer alerts]
Attachments: screenshots/log excerpts
```