This issue has been resolved. All call service are operating normally and all advisors are able to answer phone calls.
The issue was caused by a stuck process on one of the telephony servers at Blackboard Help Desk Service. Blackboard was able to restart the process and the connectivity was restored.
Posted Apr 15, 2021 - 13:09 EDT
Investigating
We received a notice from our Blackboard Smartview Help Desk vendor that they are experiencing an issue that may cause delays in their service and may increase user hold time; they are still investigating the issue.