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  • 1.  Calls not routed the Agents

    Posted 08-19-2020 02:09
    No replies, thread closed.
    Hello Purecloud Engineers,

    I am facing strange behavior in one of EMEA Frankfurt Organizations as the call stayed on queue for two minutes without transferring to the agent or the calls are Sating on IVR without routing to the Queue,

    any one is facing the same !? 
    #Ask Me Anything (AMA)
    #SystemAdministration
    #Telephony

    ------------------------------
    Mahmoud Kamal
    IST Integration Services And Technologies Co.
    ------------------------------


  • 2.  RE: Calls not routed the Agents

    Posted 08-19-2020 19:16
    No replies, thread closed.
    Did this go away or still happening?  Random or repeatable?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Calls not routed the Agents

    Posted 08-20-2020 00:55
    No replies, thread closed.
    Yes, it is still happening random, did you face the same?


    ------------------------------
    Mahmoud Kamal
    IST Integration Services And Technologies Co.
    ------------------------------

    Original Message


  • 4.  RE: Calls not routed the Agents

    Posted 08-20-2020 01:11
    No replies, thread closed.
    No we have not seen this.  Usually this is due to skills if the call is in queue already or a bad prompt if still in the IVR.  If you are running a data action, perhaps that is to blame   looking at the conversation detail should help find the problem.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Calls not routed the Agents

    Posted 08-20-2020 10:55
    Edited by Matt Lawson 05-09-2022 09:34
    No replies, thread closed.

    Original Message


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