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  • 1.  Outbound Calls Issue

    Posted 07-25-2018 05:09
    No replies, thread closed.
    Hi,

    for a few days an error occurs about Outbound calls. It seems that PureCloud isn't able to connect call; while effectively the calls is connected

    Explanation:
    1) An Agent dials number and iniziates the call, the interaction appears in related section (whit a loading image on the customer icon)
    2) Call arrives to customer (He answers to It) but in PureCloud the situation doesn't change (the loading remains)
    3) After the allotted time of timeout the interaction stops; but effectively the Agent is talking with customer


    Thanks

    ------------------------------
    Sergio Rota
    F1 Consulting & Services srl
    ------------------------------


  • 2.  RE: Outbound Calls Issue

    Posted 07-25-2018 09:59
    No replies, thread closed.
    Just guessing from here, but that sounds like an Internet connection issue, where the data communications for the client is not reaching the agent's interface while the RTP communication (which probably has higher priority or is on a different network connection) is working fine.

    What does your network analysis show for latency, dropped packets, etc for the data side?

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Outbound Calls Issue

    Posted 07-26-2018 07:30
    No replies, thread closed.
    Thank for the answer George!

    I updated the Edges and Outbound Calls run well now!!

    ------------------------------
    Sergio Rota
    F1 Consulting & Services srl
    ------------------------------

    Original Message


  • 4.  RE: Outbound Calls Issue

    Posted 07-26-2018 08:27
    No replies, thread closed.
    Ah, ok. I didn't think about an Edge update being the issue, since edges update so often automatically. Good to know that could be a root cause (though I wouldn't expect it to be so, since there is always crossover while waiting for the automatic update to take place).

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


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