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  • 1.  Voice Event Handling errors - where do they go in the flow?

    Posted 11 days ago

    If an Event Handling error is triggered while in an inbound voice flow, what part of the flow does it transfer to for treatments? I have my Event Handling to transfer to a queue. I am encountering an error, and it's doing schedule checks on the specified queue, its pulling prompt values, adding participant data and transferring to the queue, but i cannot find where specifically in the flow its going to do these treatments. It's overriding previous attached data, so I'm assuming i made a mistake somewhere, but i cannot find where it goes to correct it.

    Event handling error triggers, the call is still getting treatments - where does it go?


    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #Unsure/Other

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    Kellyn DuBois
    Lumen Technologies Service Group, LLC
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  • 2.  RE: Voice Event Handling errors - where do they go in the flow?
    Best Answer

    GENESYS
    Posted 10 days ago

    Hello Kellyn,

    You could try and see if capturing console and network logs would help but if there is something happening within the flow, you would need to open a case with Customer Care. From there, they can review the flow from one the failed conversationIDs. Let us know what the issue was.



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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Voice Event Handling errors - where do they go in the flow?

    Posted 10 days ago

    check what's configured under Settings > Event Handling as it might be pointing to a task which is doing all the checks. Alternatively check the associated In-Queue flow. 



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    Cheers
    Zubair
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  • 4.  RE: Voice Event Handling errors - where do they go in the flow?

    Posted 10 days ago

    First, you should try using the Execution History to see where the flow if failing and for what reason, like a malformed variable value.  

    As for the error path, there is new functionality in Architect to handle the error more gracefully.  This came out last month.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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