Raghava_PVDS | 2022-05-17 18:50:28 UTC | #1
Detailed problem description:
- Timeline shows 2 calls have entered from same ANI
- Timeline shows 2 IVR channels was utilized
- Timeline shows 2 ACD interact
- Timeline shows 2 Agents answered the call with a slight time difference
- Timeline shows 2 call recordings from both agent who answered the call (one good and one ghost call)
- From agent's perspective, one answered the call successfully, and the other answered but did not hear anything (tagged as ghost call)
- his happens of our agents daily and I am monitoring this day by day and can confirm that the ratio of issue increases.
- Since 2 agents are assigned in one conversation ID (one can answer and one ghost call), number of ghost calls are increasing.
- This is impacting the as number of ghost calls, stats are affected, and script is not working properly.
I am weird how this situation is possible and help me fixing the issue.
tim.smith | 2022-05-17 19:57:50 UTC | #2
Please open a case with Genesys Cloud Care to investigate issues with the base product. This forum is specific to questions regarding APIs and integrations.
Brad_Murlin | 2022-05-19 17:04:25 UTC | #3
We had a case open with care for this same issue - starting late Thur the 12th; it was patched around 3:30PM PST yesterday - hopefully the patch affects your org as well.
John_Carnell | 2022-06-01 14:13:31 UTC | #4
This post was migrated from the old Developer Forum.
ref: 14777