DMcLeod | 2020-03-27 13:39:13 UTC | #1
One of my customers experienced a DNS issue that prevented access to PureCloud.
An overnight agent was on queue when this happened and PureCloud tried to deliver a call to them. It immediately failed with an error and so it tried a dozen plus more times. Then the call was stuck sitting in queue and would not alert any new users going on queue after the issue was resolved. It sat there for 20+ minutes being undeliverable.
I opened a ticket and they found, via log review, that the call was removed from the assignment service, but remained in queue. So the call was still in queue, but could never be delivered and had to be disconnected like a stuck interaction.
That does not seem like it should be possible. It should trigger the error handling or be detectable in some way without a workaround.
Support recommended coming here, so I have to ask, is there a way to determine if a call was removed from the assignment service via the API (PureCloud Data Action in In-Queue Call flow)?
If not, what is the recommended workaround?
Also, what is planned for a long term solution from Genesys?
I understand this is not common, but leaving undeliverable calls in queue can't be an expected behavior.
Thanks, Daniel McLeod
tim.smith | 2020-03-27 13:44:38 UTC | #2
I'm not sure why you were directed here. The behavior of the back end assignment service is an issue to be addressed by Care. Please share the case number and I'll review it and get it reopened/escalated.
DMcLeod | 2020-03-27 13:54:46 UTC | #3
Hi Tim,
I don't know why either, but I would appreciate any assistance you can provide. The case # is 0002719478.
Thanks, Daniel McLeod
tim.smith | 2020-03-27 14:28:10 UTC | #4
Thanks for the case number. I've requested that the case be escalated for further investigation.
system | 2020-04-27 14:28:27 UTC | #5
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