Genesys Cloud - Main

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?

Hello Elisson, 

The NoAnswer error usually indicates that the the target destination did not respond within the expected timeframe. This can happen for several reasons:

1. The target flow might be taking to long to initialize
2. There might be connectivity issues. 
3. The target flow might not be properly configured to accept transfers. 

Our recommendations would be to implement error handling, double check the flow configuration and add timeout parameters.

Cheers, 

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?

Hi Cameron, thanks for your reply!

The target flow is quite simple, interestingly, it works sometimes and fails at other times.

If I add a post-flow and handle the disconnection within the flow, it's able to trigger the target flow correctly.

That's why I don't think it's a connection issue, but rather some specific detail or condition affecting the flow's behavior.

Hello Elisson, 

The NoAnswer error usually indicates that the the target destination did not respond within the expected timeframe. This can happen for several reasons:

1. The target flow might be taking to long to initialize
2. There might be connectivity issues. 
3. The target flow might not be properly configured to accept transfers. 

Our recommendations would be to implement error handling, double check the flow configuration and add timeout parameters.

Cheers, 

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?

Hello,

We have the same kind of issue, the transfer to flow fails all the time with error type and error message.

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?

Thank you all for the support!

@Ahmed Ghanem, that's right. In my case, I noticed an additional scenario: the inbound flow was configured to route the interaction using a specific skill, and each agent in the queue has their own skill assigned.

The queue is configured with a 30-second alert time, while in the flow, the hold music is set to play for 31 seconds. After that, if the interaction isn't answered, it goes to the "Transfer to Flow" action.

In cases where the agent declines the interaction, the transfer works normally because the call is no longer alerting the agent.
However, when the interaction rings for the full 30 seconds, the transfer fails.
Looking at the interaction timeline, I noticed that even though the alert time is set to 30 seconds, the agent actually remained in alert status for 35 seconds.

Since the interaction was still in alert, the transfer failed with a "No Answer" error.
From my perspective, this status refers to the agent, not the flow that attempted the transfer.

I've opened a case to confirm whether this behavior is expected or if it might be a bug.

Also, I just realized I didn't mention the In-Queue Flow in my initial post, sorry about that!

Hello,

We have the same kind of issue, the transfer to flow fails all the time with error type and error message.

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?

Hello @Elisson Fernandes, 

On my side, i cannot reproduce the issue anymore, i don't know if it's also solved for you too.
I was wondering if you had feedback on the case you opened, as on my side, i have no feedback.
The important thing is that things seem to work again.

On the issue of alert time for agent is adding +5s, it seems that there is a bug on the edges, and Genesys is working on that.
A rollback to version a previous version seems to correct this behaviour (currently on version 1.0.0.29200 of the edge, and rollback to 1.0.0.25200 should get things back to normal)

https://help.mypurecloud.com/release-notes-home/media-tier-release-notes/

Regards,
Ahmed

Thank you all for the support!

@Ahmed Ghanem, that's right. In my case, I noticed an additional scenario: the inbound flow was configured to route the interaction using a specific skill, and each agent in the queue has their own skill assigned.

The queue is configured with a 30-second alert time, while in the flow, the hold music is set to play for 31 seconds. After that, if the interaction isn't answered, it goes to the "Transfer to Flow" action.

In cases where the agent declines the interaction, the transfer works normally because the call is no longer alerting the agent.
However, when the interaction rings for the full 30 seconds, the transfer fails.
Looking at the interaction timeline, I noticed that even though the alert time is set to 30 seconds, the agent actually remained in alert status for 35 seconds.

Since the interaction was still in alert, the transfer failed with a "No Answer" error.
From my perspective, this status refers to the agent, not the flow that attempted the transfer.

I've opened a case to confirm whether this behavior is expected or if it might be a bug.

Also, I just realized I didn't mention the In-Queue Flow in my initial post, sorry about that!

Hello,

We have the same kind of issue, the transfer to flow fails all the time with error type and error message.

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?

Hello @Ahmed Ghanem,

I ran the test and it's now working, thanks for the heads-up!

Regarding the 5-second issue, they mentioned in the case that the fix is expected to be applied by the end of the week.

Regards,

Hello @Elisson Fernandes, 

On my side, i cannot reproduce the issue anymore, i don't know if it's also solved for you too.
I was wondering if you had feedback on the case you opened, as on my side, i have no feedback.
The important thing is that things seem to work again.

On the issue of alert time for agent is adding +5s, it seems that there is a bug on the edges, and Genesys is working on that.
A rollback to version a previous version seems to correct this behaviour (currently on version 1.0.0.29200 of the edge, and rollback to 1.0.0.25200 should get things back to normal)

https://help.mypurecloud.com/release-notes-home/media-tier-release-notes/

Regards,
Ahmed

Thank you all for the support!

@Ahmed Ghanem, that's right. In my case, I noticed an additional scenario: the inbound flow was configured to route the interaction using a specific skill, and each agent in the queue has their own skill assigned.

The queue is configured with a 30-second alert time, while in the flow, the hold music is set to play for 31 seconds. After that, if the interaction isn't answered, it goes to the "Transfer to Flow" action.

In cases where the agent declines the interaction, the transfer works normally because the call is no longer alerting the agent.
However, when the interaction rings for the full 30 seconds, the transfer fails.
Looking at the interaction timeline, I noticed that even though the alert time is set to 30 seconds, the agent actually remained in alert status for 35 seconds.

Since the interaction was still in alert, the transfer failed with a "No Answer" error.
From my perspective, this status refers to the agent, not the flow that attempted the transfer.

I've opened a case to confirm whether this behavior is expected or if it might be a bug.

Also, I just realized I didn't mention the In-Queue Flow in my initial post, sorry about that!

Hello,

We have the same kind of issue, the transfer to flow fails all the time with error type and error message.

Hi everyone,

I need some help. We have a flow that occasionally shows a "NoAnswer" error when it tries to transfer the interaction to another flow.
Has anyone experienced this scenario before?