The unfortunate experience with this was yesterday I rang the International Support number for APAC and twice it reached the end of the recorded message on your IVR then remained connected but no one answered. It wasn't until I reached out to the assigned case manager via Chat that I got a response.
I raised 3 issues in my case
#0002396266 one being the ANI/DNIS not appearing (this has pushed our org to manually look into alternative avenues for escalations, unfortunately that drives a poor customer experience for our org)
2. Outbound Route disabled - Although the fix in the above threads may of worked for some unfortunately it failed to work for us.
3. Its gone on to affect some instances in the default number plan, which 1 important aspect being "Emergency" is not able to be called from any of our Purecloud phones.
@Cass Sapir Lastly being advised that as the TEST ORG in support is based in the US Region there was nothing support could do as I reside in APAC and there were no TEST instances available to support as they had to wait for their colleagues in APAC to test the issue. I find this highly doubtful as in the past before the current support model US based support engineers were able to access not only APAC region orgs but had the environments available to them. This has added to our frustration
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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Original Message:
Sent: 11-01-2018 12:14
From: Cass Sapir
Subject: Outbound routes got disabled
Hello all, I have spun up an internal chat group to investigate and triangulate similar reports / cases around this. If you have case #s related to this please add them to the thread here for efficient internal investigation.
Thanks all for the messages and the information.
-Cass
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Cass Sapir
VP, Customer Success
PureCloud
Original Message:
Sent: 11-01-2018 11:10
From: Braiden Woodward
Subject: Outbound routes got disabled
All of our orgs are also now missing the ANI / DNIS information for 1st Sept - 30 Oct. Case raised with Care.
Original Message:
Sent: 11-01-2018 10:48
From: Matthew Calton
Subject: Outbound routes got disabled
Very good point Braiden - and I bet you had to push hard to get that out of them ..... sad to say, but I honestly believe secrecy wins over transparency. @Cass Sapir this needs to change. Human nature is such that we tend to remember the worst experiences more than a whole load of great ones.
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Matt Calton
Grove & Dean Ltd
Original Message:
Sent: 11-01-2018 10:38
From: Braiden Woodward
Subject: Outbound routes got disabled
This has just happened again across 11 separate PureCloud orgs. Customer Care are saying this is a known issue.
@Cass Sapir why is this not on the status page?
Original Message:
Sent: 11-01-2018 08:09
From: Angelia Harper
Subject: Outbound routes got disabled
@Darryn Chang our ANI and DNIS case is opened too, noticed that around 0545 CT yesterday. Our outbound routes are all disabled as well. Trying this fix listed now.
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Angelia Harper
Avtex
Original Message:
Sent: 11-01-2018 06:01
From: Braiden Woodward
Subject: Outbound routes got disabled
We've also had this issue occur overnight. The outbound routes on all sites were disabled, we could still make calls but the caller id was wrong. Have now enabled the outbound routes on each site.
Original Message:
Sent: 10-31-2018 19:37
From: Matthew Calton
Subject: Outbound routes got disabled
Hi Darryn... Sven has the workaround nailed in his text below... Go to the outbound route section change something in the description field and save boom ..... Done.
Matt
sent from my from Android so forgive me any brevity or typos
Original Message------
Had this occur overnight, unable to enable outbound routes it auto defaults to disabled. While our services are still operating there are some functions failing such as ANI/DNIS information in Interactions not appearing for Outbound dialer services.
Have raised a ticket with support, also have another issue affecting numbers plans.
Is there any workarounds, I only discovered it from troubleshooting an update from our carrier this morning?
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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