Yes, we have the same problem. The Dialer is interpreting the SIP response 480 in the wrong way.
A 480 can happen if the customer has a mobie phone which has no signal or is switched off.
The CIC dialer misinterprets this 480 far-end-problem as a near-and-problem and tries to "repair" it by using e.g. an alternative line. The resulting wrapupcode "No Lines" dosn't have the flag "increments the attempts counter", so the dailer is ignoring the "Redial Control" parameter and INSTANTLY dials again. If you have a lot of customers with switched off mobile phones, this can lead to all lines to your carrier are occupied by this useless mobile-calls, slowing down the whole campaign.
We have a Genesys case open for this, but we don't have a SCR yet.
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Andreas Tikart
Fiebig GmbH
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Original Message:
Sent: 03-14-2022 23:20
From: Rachelle McConnell
Subject: Outbound calls - No Lines
Hi All,
I am getting confused on the wrap-up code 'No Lines'. Does it mean it's on our side or the customer's side? We got thousands of 'No Lines' on our calls today.
Please help.
Thanks.
#Outbound
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Rachelle McConnell
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