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Call diverting to voicemail after 70 minutes in queue

  • 1.  Call diverting to voicemail after 70 minutes in queue

    Posted 11-23-2020 19:40
    We had a call yesterday that progressed in the queue for 70 mins and then went to a voicemail message that said the person is unavailable. The interaction appears to have gone to a particular agent but that agent did not receive the call and the voicemail did not go to his inbox. We could find the interaction and listen to it including the  voicemail message. Does anyone know why this may have happened? Any help is appreciated!
    #Routing(ACD/IVR)
    #Telephony

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    Ann Wright
    AUSTRALIAN INDUSTRY GROUP
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  • 2.  RE: Call diverting to voicemail after 70 minutes in queue

    Top 25 Contributor
    Posted 11-24-2020 01:40
    Hi Ann

    We'd need to know a bit more about your in-queue flow.  Are you able to paste a screenshot of it - or if it's a long call flow maybe attach an export of it - with any secure information removed?

    When you say you could find the interaction and listen to the voicemail, is it possible the voicemail went to a queue or group voicemail rather than a user?  That may explain why you don't see it in the user's inbox.  A queue voicemail would be a callback with a recording.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Call diverting to voicemail after 70 minutes in queue

    Posted 11-24-2020 02:05

     

     

    Thanks for looking into this. I did not know there are queue voicemails.

    Regards

     

    Ann Wright
    National Manager – Workplace Advice Line

    (Part Time Monday – Thursday)

     

    http://intranet.aigroup.asn.au/signature/ai_logo_vertical_signature.png

    Level 2, 441 St Kilda Road, Melbourne
    T: 9867 0125

    M: 0400 402 680
    E: ann.wright@aigroup.com.au
    www.aigroup.com.au 

    http://intranet.aigroup.asn.au/signature/blog_red.png  http://intranet.aigroup.asn.au/signature/twitter_red.png  http://intranet.aigroup.asn.au/signature/linkedin_red.png

     

     






  • 4.  RE: Call diverting to voicemail after 70 minutes in queue

    Top 25 Contributor
    Posted 11-24-2020 02:13
    Thanks Ann

    Looks like both of those Transfer to ACD tasks use the WPAL on hold callback In-Queue call flow.  As you said you the call queued for 70 minutes before going to "voicemail" can you paste in here that WPAL on hold callback flow?

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 5.  RE: Call diverting to voicemail after 70 minutes in queue

    Posted 11-24-2020 02:25

    The square at the bottom that is cut off is empty.

     

     

    Ann Wright
    National Manager – Workplace Advice Line

    (Part Time Monday – Thursday)

     

    http://intranet.aigroup.asn.au/signature/ai_logo_vertical_signature.png

    Level 2, 441 St Kilda Road, Melbourne
    T: 9867 0125

    M: 0400 402 680
    E: ann.wright@aigroup.com.au
    www.aigroup.com.au 

    http://intranet.aigroup.asn.au/signature/blog_red.png  http://intranet.aigroup.asn.au/signature/twitter_red.png  http://intranet.aigroup.asn.au/signature/linkedin_red.png

     

     






  • 6.  RE: Call diverting to voicemail after 70 minutes in queue

    Top 25 Contributor
    Posted 11-24-2020 13:39
    Hi Ann

    Is it possible something's causing an error in your flow and it's taking the error handling logic?  What do you have that set to do in your in-queue flow?

    If you have a test instance of this what you could do is add a play audio or set participant data at different points in the flow to pick up how far it gets or where it's dropping out to something else.

    Have you viewed one of the calls in the interaction timeline or queried it via Conversation API?

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 7.  RE: Call diverting to voicemail after 70 minutes in queue

    Posted 11-30-2020 07:29
    Hi Ann

    This may be due to the call has looped 99 times in the In-Queue-Flow, as configured in the In-Queue flow.
    You could remove the LoopCount and the call will queue indefinitely until answered

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    Paul Hrynkiw
    IP Integration
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