Hello Community,
We have been facing some odd issues for last 3-4 days. Within our IVR (Attendant), we have a step to create callbacks. Since last Thursday, it seems to be behaving oddly as it is failing for most calls that are being send to this step, and yesterday no call was successful.
There has been no change in the system, which currently is running 2020-R3-P3.
I ran the handler "IntAttRequestCallback.ihd" in debug mode and I can see it is always failing at the "Create Callback" toolstep, even though all the required input values are set correctly.
Looking at IP logs (@100), there is no reason why the step failed, so that is also not of any help.
I am not aware of any server parameters or any other setting that may impact this, but would appreciate if anyone can help or point me to any possible reasons.
I have raised ticket to Genesys support but knowing their turnaround and ability in recent months, I do not expect them to respond or resolve any sooner.
Appreciate any help possible.
Regards
#Handlers#Routing(ACD/IVR)------------------------------
Vineet Kakroo
FIL Investment Management Ltd
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