We had several orgs with major outbound problems over this last week (started 18/Sept):
Symptoms:Remote Numbers unable to make outbound calls. Observed in phone management Remote Phones have a,
- Red Diamond next to status, and expanding shows "No assigned Edges" where as normally would be
- Grey square next to status, and expanding shows "Unmanaged".
Workaround/ Fix:Under Admin / Telephony / Sites, changed Auckland site, Phone Edge Assignment> From "Use these Sites", To "Use this Site", and back again. (Good fix as does in bulk).
RCA:Genesys still investigating Root Cause Analysis (RCA report).
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Ray Bowden
Spark NZ Trading
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Original Message:
Sent: 09-20-2021 14:12
From: Brenda Wynne
Subject: Anyone having issues with Outbound Calls today
Thought I would just check to see if anyone else is having issues with outbound calls today. We have two separate PureCloud Orgs and they are both having this issue.
users use Cisco Jabber for calls. They are able to receive inbound calls through PureCloud via their Jabber phone - so PureCloud is able to connect to jabber. However, if they try to make an outbound call - an error message appears saying that the station cannot be reached. But it can be reached - because PureCloud just routed a call to the agent.
Happening in both Americas and Europe. Cannot even get pcap files because the call doesn't even make it to the Edge. We did submit a case with Genesys (through our partner) and was able to provide both console and network logs.
#Omni-ChannelDesktop/UserInterface
#Outbound
#SIP/VolP
#Telephony
#Unsure/Other
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Brenda Wynne
Alcon Vision LLC
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