A customer who upgraded their CTI environment was having issues communicating with the CTI server. PSS determined that the issue was with the CTI interface code - the driver and/or the C-call library provided by the CTI vendor.

PSS attempted to resolve the problem by performing all of the steps recommended by the CTI vendor, including a change out of the operating system and hard drives.  It didn't work.  Both PSS and the CTI vendor invested many hours trying to solve the problem while the customer's system was out of service. 

Eventually, PSS circled back to the CTI vendor's C-code.  Though it wasn't PSS's direct responsibility, PSS support began debugging the code and corrected several errors.  We provided the fixes back to the CTI vendor and installed the modified C library for the customer.  It worked perfectly and the system was put back onto operation.

By taking responsibility for solving the customer's problem, PSS avoided any finger-pointing between vendors and kept everyone's focus on resolving the support issue.