PureCloud

Discussion Thread View
Expand all | Collapse all

Disconnect Reasons for Inbound Calls

  • 1.  Disconnect Reasons for Inbound Calls

    Posted 09-09-2019 14:34
    Hello,

    On the Interaction's detail view, I added the System error disconnect column, and I noticed that there were calls with the value "1" for this field.

    In this link : https://help.mypurecloud.com/articles/disconnect-reasons/
    You describe the Disconnect reasons, and among them, we find a System type.


    According to the documentation, the cloud or the provider caused the disconnect.

    • Would it be possible to have more precision on the cause of the loss of calls ?


    I checked the logs related to this conversation and found the SIP error code related which 487 (Request terminated)




    • Would it be a problem of the operator (SBC) or Edge ? if so, why it is random and it does not affect all calls 

    Many thanks in advance for your help.

    Regards,
    #Reporting/Analytics
    #SIP/VolP
    #Telephony
    #PureCloud QA Episode

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------


  • 2.  RE: Disconnect Reasons for Inbound Calls

    GENESYS
    Posted 09-09-2019 14:37
    You'll most likely need to open a case for that, so Care can look into the Edge logs for more info.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Disconnect Reasons for Inbound Calls

    Posted 09-10-2019 04:21
    Thank you @George Ganahl

    I have opened a case and now we're working on it.​

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------



  • 4.  RE: Disconnect Reasons for Inbound Calls

    Posted 6 days ago
    Just wanted to see was this ever resolved by the dev team? I am running into the same issue as well

    ------------------------------
    Archie Yeung
    Uber
    ------------------------------



  • 5.  RE: Disconnect Reasons for Inbound Calls

    GCAP Member
    Posted 2 days ago
    Hi Archie,

     You need to submit a case for the care team to capture the logs as this happens for further details.

     Alternatively your telco supplier might be able to provide further details.

    Thanks
     Gordon

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------