Hey all,

I am currently rolling out an NLU voice bot through Architect. I've encountered an issue where every interaction routed through the bot using the "Transfer to ACD" action loses its skill, language, and priority settings once the call reaches the live queue. Despite these settings being configured in the "Transfer to ACD" action, they are not being applied. Is there something I might be missing, or is this a bug with interactions transferred from a bot flow?

Hi Jonathan,

I used this feature with a flow inbound and I didn't have any problem. Maybe can work around with you for the test, but it is a bug for me.

Do you open a case with Support?

Att,

Hey all,

I am currently rolling out an NLU voice bot through Architect. I've encountered an issue where every interaction routed through the bot using the "Transfer to ACD" action loses its skill, language, and priority settings once the call reaches the live queue. Despite these settings being configured in the "Transfer to ACD" action, they are not being applied. Is there something I might be missing, or is this a bug with interactions transferred from a bot flow?

Yeah it doesn't give me any issues when I exit the bot flow (to an inbound call flow) and then use the "Transfer to ACD" action there. Definitely looking like it's a bug. I haven't opened a case yet, but that's my next step. I wanted to cover all of my bases here first.

Hi Jonathan,

I used this feature with a flow inbound and I didn't have any problem. Maybe can work around with you for the test, but it is a bug for me.

Do you open a case with Support?

Att,

Hey all,

I am currently rolling out an NLU voice bot through Architect. I've encountered an issue where every interaction routed through the bot using the "Transfer to ACD" action loses its skill, language, and priority settings once the call reaches the live queue. Despite these settings being configured in the "Transfer to ACD" action, they are not being applied. Is there something I might be missing, or is this a bug with interactions transferred from a bot flow?

Hey Jonathan,

If you have an example conversationID withing the past few days, I would recommend opening a case with Customer Support. They should be able to see which actions were triggered and which ones failed in the flow.

If you do figure out what part was not working, please let us know!

Yeah it doesn't give me any issues when I exit the bot flow (to an inbound call flow) and then use the "Transfer to ACD" action there. Definitely looking like it's a bug. I haven't opened a case yet, but that's my next step. I wanted to cover all of my bases here first.

Hi Jonathan,

I used this feature with a flow inbound and I didn't have any problem. Maybe can work around with you for the test, but it is a bug for me.

Do you open a case with Support?

Att,

Hey all,

I am currently rolling out an NLU voice bot through Architect. I've encountered an issue where every interaction routed through the bot using the "Transfer to ACD" action loses its skill, language, and priority settings once the call reaches the live queue. Despite these settings being configured in the "Transfer to ACD" action, they are not being applied. Is there something I might be missing, or is this a bug with interactions transferred from a bot flow?

Jason, I've used flow outcomes to narrow it down pretty well. Any "Transfer to ACD" action from a Voice Bot flow seems to be stripping any set skills (languages and skills) and priority. It's doing it on every interaction. If I were to exit the bot flow to an inbound call flow and use the "Transfer to ACD" action there, it doesn't seem to have an issue with skills or priority. I'm grabbing a few interaction IDs now and will put in a case.

Hey Jonathan,

If you have an example conversationID withing the past few days, I would recommend opening a case with Customer Support. They should be able to see which actions were triggered and which ones failed in the flow.

If you do figure out what part was not working, please let us know!

Yeah it doesn't give me any issues when I exit the bot flow (to an inbound call flow) and then use the "Transfer to ACD" action there. Definitely looking like it's a bug. I haven't opened a case yet, but that's my next step. I wanted to cover all of my bases here first.

Hi Jonathan,

I used this feature with a flow inbound and I didn't have any problem. Maybe can work around with you for the test, but it is a bug for me.

Do you open a case with Support?

Att,

Hey all,

I am currently rolling out an NLU voice bot through Architect. I've encountered an issue where every interaction routed through the bot using the "Transfer to ACD" action loses its skill, language, and priority settings once the call reaches the live queue. Despite these settings being configured in the "Transfer to ACD" action, they are not being applied. Is there something I might be missing, or is this a bug with interactions transferred from a bot flow?