A Team with a Shared Purpose toward Achieving a Positive Outcome

What was the shared purpose of the group? How might understanding of this shared purpose help group members work toward a positive outcome?
The shared purpose of this group is to ensure our customers are cared for and to provide the business with sales revenue. For this to occur, especially while we are all working from home, we need to have near-instant access to our team leaders, technical support, and all systems required to perform our job functions. I am one of the "go-to" people when there are system issues, order issues, or need to reach out to a team leader or manager. When my system occasionally goes down, I can usually get everything reconnected, up and running within about fifteen minutes. However, this evening that was not the case, and I was left dangling in the wind.
What channels of communication were present in the organization? Were they effective? Why or why not?
Our primary forms of communication are internet-based; we have e-mail, Slack, Jabber, Blue Jeans, and WebEx all on our work computers. In addition, each team leader and manager has at least two cell phones, their personal one and a company-provided one. My direct team leader has always been phenomenal in keeping in touch with me, our team, and my coworkers. Unfortunately, this evening he was off the clock as of 5 pm, whereas I was until 7 pm with my connectivity issues beginning around 5:45. Each Thursday, our call center manager sends out the team leader schedule for the following week, and I forward this to my personal e-mail. At the end of the schedule, each team leader's work cell number along with his. We also have a web-based tech support team and several call-in tech support numbers. Unfortunately, none of these resources were of genuine assistance to me this evening—the why or why not is best answered with the next question.
What role did leadership play in effective problem solving and organizational communication?
I first texted a coworker, asking her to alert the leaders on duty to my connectivity issues. She used our messaging system Slack to do so but failed to get any response. I started by simply rebooting my computer and ensuring my ethernet was connected, as I also texted each lead on schedule. I then also called each of them, again striking out with calls going to voicemail. Finally, I attempted our Work from Home tech support telephone number, which provided me a voice response system advising in the case of no internet connectivity to reach a team leader for support. I was over half an hour into "missing" (our information pops up on leadership's laptops when we should be working but aren't logged on), and still, the powers who be hadn't searched me out. I took a deep breath and called my direct team leader, who also is covering for the Call Center Manager this week. He provided me with the primary tech support number. After over 35 minutes on hold, I was done for the day. In addition to the two leaders for my office on duty, a manager monitors the system observing who is or isn't online per the schedules. Essentially, while there were three people on duty in leadership roles between 5:45 pm and 7 pm, there was such a gap in the organizational communication that I could not do my job or feel supported.
What methods did you use, or could you now use to improve organizational communication?
I used several forms of verbal communication, both written and oral, including texting and telephone calls. I opted to skip the option to e-mail either of the working leaders from my personal e-mail address because, well, that's personal. Our web-based tech support team is not available from our personal devices for security reasons, so that option was out for me. In the future, I'd like to bring together a round table type meeting put together with leaders, managers, and representatives on how we can avoid this lack of support going forward.
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