Dear All,
Good day! I just wanted to get the community input on what is the expected behaviour in this case.
In one of our customer deployments, we offer voicemail from the in queue flow after certain time of waiting in the queue. If the caller opts to leave a voicemail, we then transfer them to the "Transfer to Voicemail" action. In some cases, while the caller is in the process of leaving a voicemail if an agent becomes available and answer the call, the caller gets connected to the agent and they complete the interaction as normal. However, there is a voicemail/callback segment which gets stuck in the uploading status and only gets cleared automatically after 24 hours.
Has anyone experienced this issue before? If so, do you think the voicemail/callback segment stuck in uploading status is an expected behaviour? I would think the system should disconnect the voicemail/callback segment when the call was answered by the agent. Greatly appreciate your feedback on this.
#Routing(ACD/IVR)------------------------------
Dhanalakshmi Vasudevan
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