Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Can one IVR in a Division have issues?

    Posted 06-28-2023 14:40
    No replies, thread closed.

    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?


    #Routing(ACD/IVR)
    #SIP/VolP
    #Telephony
    #Unsure/Other

    ------------------------------
    Michael Speights
    Stafford Communications Group Inc
    ------------------------------


  • 2.  RE: Can one IVR in a Division have issues?

    Posted 06-28-2023 15:24
    No replies, thread closed.

    Hi Michael

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



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 3.  RE: Can one IVR in a Division have issues?

    Posted 06-28-2023 15:50
    No replies, thread closed.

    Hello Vaun

    Our telephony model is BYOC-Cloud



    ------------------------------
    Michael Speights
    Stafford Communications Group Inc
    ------------------------------

    Original Message


  • 4.  RE: Can one IVR in a Division have issues?

    Posted 06-29-2023 02:24
    No replies, thread closed.

    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.



    ------------------------------
    Christoph Domaschke
    CRONBANK AG
    ------------------------------



  • 5.  RE: Can one IVR in a Division have issues?

    Posted 06-29-2023 10:50
    No replies, thread closed.

    Hey Christoph,

    I looked through all the interactions of the day, nothing is that short. The shortest call is 1min 4sec but there is a wrap up code letting me know this call was settled by the agent. Agents reported no special errors, I have advised them to look for any errors if this issue appears again. 



    ------------------------------
    Michael Speights
    Stafford Communications Group Inc
    ------------------------------

    Original Message


  • 6.  RE: Can one IVR in a Division have issues?

    Posted 06-29-2023 06:49
    No replies, thread closed.

    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.



    ------------------------------
    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
    ------------------------------



  • 7.  RE: Can one IVR in a Division have issues?

    Posted 06-29-2023 14:39
    No replies, thread closed.

    Hello George

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



    ------------------------------
    Michael Speights
    Stafford Communications Group Inc
    ------------------------------

    Original Message


  • 8.  RE: Can one IVR in a Division have issues?

    Posted 06-29-2023 15:54
    No replies, thread closed.

    You're welcome! I hope it helps. Usually errors in the logs are pretty self-explanatory. Console log entries often link to the Network log entry.

    Network logs can be read with the Google HAR utility...



    ------------------------------
    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


Related Content