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  • 1.  Emergency Routing Not Working

    Posted 01-09-2020 04:34
    No replies, thread closed.
    Hello,

    Has anyone encountered this error? Routing cannot be edited/saved and comes up with "IVR could not be saved" error. This seems to affect emergency routing - as in, it fails to activate.

    It's not a feature used often, so this was only discovered this week.
    #Routing(ACD/IVR)

    ------------------------------
    Olga Pankova
    Actavo Network Solutions (UK) Ltd
    ------------------------------


  • 2.  RE: Emergency Routing Not Working

    Posted 01-09-2020 08:07
    No replies, thread closed.
    Hi!

    One of our customers reported the same issue yesterday. I opened a ticket and they will have a fix deployed this weekend, setting ETA to 1-12.

    I don't know if the fix is customer specific or not. So it could be good to open a ticket to support to be on the safe side.



    ------------------------------
    Rami Mantere
    Telia Communication Oy
    ------------------------------



  • 3.  RE: Emergency Routing Not Working

    Posted 01-10-2020 08:34
    No replies, thread closed.
    I am having this issue. I opened a high priority case on Wednesday. Here's the update I received:

    This particular issue was recognized as a bug and is currently being worked on by our Developer Team.

     There is an ETA of January 12 as a resolution date. I will monitor this and will provide you with an update.



    Between this and issues Wednesday morning, I had just short of 200 abandons that day.

    ------------------------------
    Emily Kammerer
    Ascendium Education Group, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Emergency Routing Not Working

    Posted 01-10-2020 09:14
    No replies, thread closed.
    I have a client with this issue, but it only effects one emergency route.  All the others are fine.  We submitted a ticket to Genesys.


  • 5.  RE: Emergency Routing Not Working

    Posted 01-13-2020 07:12
    No replies, thread closed.
    Hello.
    I am sorry to hear that this is not working for you.

    Can you check to see if other emergency group configs existing in your org that are not assigned to any call routing / IVR configurations? If yes, delete any emergency groups that are not assigned anywhere which will allow other groups already assigned to be activated as needed.
    I hope it works for you.



    ------------------------------
    Richard O'Kane
    Genesys - Employees
    ------------------------------



  • 6.  RE: Emergency Routing Not Working

    Posted 01-13-2020 08:24
    No replies, thread closed.

      This seems to have been resolved as of 13/01 as we can now create/edit/activate emergency routing as needed.

    Thanks for the suggestion, but we just have one emergency group all lines are routed to.

    ------------------------------
    Olga Pankova
    Actavo Network Solutions (UK) Ltd
    ------------------------------

    Original Message


  • 7.  RE: Emergency Routing Not Working

    Posted 01-14-2020 08:55
    No replies, thread closed.
    Our ticket with Genesys was resolved this weekend and everything is working again.


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