<g class="gr_ gr_117 gr-alert gr_gramm gr_inline_cards gr_disable_anim_appear Punctuation only-ins replaceWithoutSep" id="117" data-gr-id="117">Hello</g>
@Ann Wright please find below an update that may be helpful for your issue. This was posted on
a separate discussion which may have been related to your issue. If we can further assist please feel free to contact me directly or post to this discussion again.
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On <g class="gr_ gr_363 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="363" data-gr-id="363">Thursday</g> Nov 1st, a bug was introduced into how the outbound routes were being displayed. This bug improperly displays that outbound routes were disabled even though outbound calling is working. It primarily impacts any PureCloud customers who created or updated outbound routes between October 20th and October 31st. The development team is currently working on a fix to this bug and are targeting a release for no later than Wednesday, Nov. 7th.
The following steps should be taken if you need to view or modify your outbound routes in the PureCloud Admin UI.
1. If you log in to the administration console and see outbound routes are marked as "disabled" take the following action before saving or leaving the outbound routes screen:
a. Set all desired outbound routes in the UI from disabled to an enabled status
b. Immediately save your outbound routes
c. This will save the state of your routes properly
2. Please do not save your outbound routes if you have not moved them to an enabled status as documented in step #1 or you will cause your outbound routes to be moved out of service.
We apologize for any inconvenience this might cause you. Our development teams are working as quickly and safely as possible to place fixes into production.
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Cass Sapir
VP, Customer Success
PureCloud
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Original Message:
Sent: 10-29-2018 07:00
From: George Ganahl
Subject: Cannot make outbound calls
Check and make sure there are no problems with the carrier or your edge devices connecting to the carrier/Internet (routers, PureCloud Edges, etc.)
That sounds like a Code Red situation since it impacts your business, and should quickly escalate up with a call to Customer Care.
(Of course, I'm giving this advice long after the fact...I hope you got it resolved fairly quickly)
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
Original Message:
Sent: 10-28-2018 23:10
From: Ann Wright
Subject: Cannot make outbound calls
In the last hour and a half our agents cannot make any outbound calls (interactions) - neither as interactions through the queues or general outbound calls through PureCloud. Does anyone know what we can do?
#Outbound
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Ann Wright
AUSTRALIAN INDUSTRY GROUP
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