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Recycle cancelled call still connects but does not route call

  • 1.  Recycle cancelled call still connects but does not route call

    Posted 07-05-2022 12:34
    We set up a campaign to automatically recycle and now we are seeing the wrap up code:

    ININ-OUTBOUND-CAMPAIGN-RECYCLE-CANCELLED-RECALL

    While it makes sense that the call might be cancelled on a recycle and then pulled in at a later time if it was set to auto call them, we have customers reporting dead air during these calls. In the Interactions if we look under the wrap up code, these calls are showing in the system lasting anywhere from a few seconds up to 25 minutes!

    What is really happening with these calls when they are "cancelled for recycle"? There are no recordings being created and there is no information being recorded under the flow column. It looks like the system is dialing the call still but not routing the call?

    Thanks,
    Patti
    #Outbound

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    Patricia Oaks
    Electroline Data Communications Inc
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