Genesys Cloud CX

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  • 1.  Multiple inbound calls in one conversation ID

    Posted 05-17-2022 14:22
    Edited by Raghavapvds Raghavapvds 05-17-2022 14:44

    Detailed problem description:
    - Timeline shows 2 calls have entered from same ANI
    - Timeline shows 2 IVR channels was utilized
    - Timeline shows 2 ACD interact
    - Timeline shows 2 Agents answered the call with a slight time difference
    - Timeline shows 2 call recordings from both agent who answered the call (one good and one ghost call)
    - From agent's perspective, one answered the call successfully, and the other answered but did not hear anything (tagged as ghost call)

    Business impact /Urgency rationale:

    • This happens of our agents daily and  I am monitoring this day by day and can confirm that the ratio of issue increases.
    • Since 2 agents are assigned in one conversation ID (one can answer and one ghost call), number of ghost calls are increasing.
    • This is impacting the as number of ghost calls, stats are affected, and script is not working properly.


    I am weird how this sutuation is possible and help me fixing the issue.

     


    #Telephony

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    Raghavapvds
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  • 2.  RE: Multiple inbound calls in one conversation ID

    Posted 05-18-2022 02:36

    What's your deployment model?  BYOC-C or BYOC on premise?  How many Edges and trunks do you have?  I've seen weird behaviour similar to this on premise where there's some network issue and a trunk will try another Edge but hasn't totally "released" from the original Edge.



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    Vaun McCarthy
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  • 3.  RE: Multiple inbound calls in one conversation ID

    Posted 05-18-2022 03:08

    Hi McCarthy,

     

    We are using BYOC-C model

     

    Thanks&Regards,
    RaghavaPVDS

    + 91-970 448 8875
    Next Planned Absence

     






  • 4.  RE: Multiple inbound calls in one conversation ID

    Posted 05-19-2022 09:09
    We are experiencing the same issue. Sometimes one agent receives a call and handles it while the second agent receives the same call as silent (or ghost). Sometimes I get multiple voices over each other on the same call/recording.

    We are BYOC with two edges. Both Pure Cloud Voice - AWS.

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    John Codispoti
    Pfizer Inc.
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  • 5.  RE: Multiple inbound calls in one conversation ID

    Posted 05-18-2022 16:24
    We're running into the same issue and it's creating a lot of ghost calls for us as well. starting to drive the agents insane. Let us know if you have any suggestions.


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    Hans Desir
    Smarthealth, Inc.
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  • 6.  RE: Multiple inbound calls in one conversation ID
    Best Answer

    GENESYS
    Posted 05-20-2022 09:35
    All - this is definitely an issue I would suggest you open a care ticket on.  Please include your region, orgID and a sample conversationID (and if you can snapshot the timeline view like the one above even better.)  Hopefully there's a valid explanation for this.  If not, this is a bug GC should address.

    Thank you!

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    Chris Bohlin
    Product Manager - PureCloud
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