Genesys Cloud - Main

Hello Community,

One of the managers is reporting issues for his team. Phones are ringing and they cannot answer them. However, other IVRs on the same division have not reported this issue. From my understand, if there's an issue with one IVR and connectivity it would apply to the entire division. Is this right?

Hi Michael

What is your telephony model?  BYOC-Cloud, BYOC-On Premise, Hybrid?

Hello Community,

One of the managers is reporting issues for his team. Phones are ringing and they cannot answer them. However, other IVRs on the same division have not reported this issue. From my understand, if there's an issue with one IVR and connectivity it would apply to the entire division. Is this right?

Hello Community,

One of the managers is reporting issues for his team. Phones are ringing and they cannot answer them. However, other IVRs on the same division have not reported this issue. From my understand, if there's an issue with one IVR and connectivity it would apply to the entire division. Is this right?

Hello Michael,
please have a look into the interactions list. How long are the calls that you are not able to answer and is there a special error every time?
I hat a similar problem once where every call lasted 10 seconds and had a error.ininedgecontrol.callflow.document.accept.media . That's the reason, why I am asking.

Hello Community,

One of the managers is reporting issues for his team. Phones are ringing and they cannot answer them. However, other IVRs on the same division have not reported this issue. From my understand, if there's an issue with one IVR and connectivity it would apply to the entire division. Is this right?

Hello Community,

One of the managers is reporting issues for his team. Phones are ringing and they cannot answer them. However, other IVRs on the same division have not reported this issue. From my understand, if there's an issue with one IVR and connectivity it would apply to the entire division. Is this right?

You might try a test where you set up the browser Console and Network logging as described at https://help.mypurecloud.com/articles/gather-console-logs/ (if running the standard desktop or web client the Automatic option is probably easiest), then reproduce the problem and look through the Console log first to see if it shows an error that explains why the call cannot be picked up.

Hello Community,

One of the managers is reporting issues for his team. Phones are ringing and they cannot answer them. However, other IVRs on the same division have not reported this issue. From my understand, if there's an issue with one IVR and connectivity it would apply to the entire division. Is this right?

Hello George

I'm going to attempt to duplicate the errors and grab the logs thank you for this resource!

You might try a test where you set up the browser Console and Network logging as described at https://help.mypurecloud.com/articles/gather-console-logs/ (if running the standard desktop or web client the Automatic option is probably easiest), then reproduce the problem and look through the Console log first to see if it shows an error that explains why the call cannot be picked up.

Hello Community,

One of the managers is reporting issues for his team. Phones are ringing and they cannot answer them. However, other IVRs on the same division have not reported this issue. From my understand, if there's an issue with one IVR and connectivity it would apply to the entire division. Is this right?