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  • 1.  Voicemail stuck in uploading status

    Posted 3 days ago

    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)

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    Dhanalakshmi Vasudevan
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  • 2.  RE: Voicemail stuck in uploading status
    Best Answer

    Posted 3 days ago

    Hi Dhanalakshmi,

    I found a previous discussion that looks very similar to the first part of your scenario.

    Genesys confirmed there that while the caller is still in the In-Queue Flow, the routing engine does not know that the call is about to transfer to voicemail. Therefore, if an agent becomes available during that small window, the call can still be routed to the agent. 

    Interestingly, the workaround used in that thread was:

    In-Queue Flow → Transfer to Flow → Separate Inbound Flow → Transfer to Voicemail

    By transferring to another flow first, the call leaves the original In-Queue Flow and is no longer considered waiting in that queue, preventing an agent from being assigned while the voicemail process is starting. 

    Full discussion:

    https://community.genesys.com/discussion/a-call-is-about-to-go-to-voicemail-but-got-pickup-by-an-agent

    The callback/voicemail segment remaining in Uploading looks like a separate issue though. I found another very similar case involving a queue voicemail stuck in Uploading, where it was suspected that the voicemail recording had become stuck while uploading to the cloud and Genesys Care was recommended to investigate the logs. 

    https://community.genesys.com/discussion/timeline-interaction-callback-show-uploading

    So from my understanding, the Transfer to Flow approach may prevent the original race condition, but I wouldn't consider the callback remaining in Uploading for 24 hours expected based on what I've found. If that continues, I would raise it with Genesys Care with the affected Conversation IDs and timestamps.

    Hope this helps.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: Voicemail stuck in uploading status

    Posted 2 days ago

    Hi @Phaneendra Avatapalli,

    Thanks for your detailed response.

    I did some further testing around this and narrowed down to the scenario which causes this issue. It's when an agent answers a waiting call while the caller is still being played with the voicemail greeting, then it creates a voicemail/callback segment and having it stuck in uploading status for 24 hours before clearing itself. Note when the call is past the voicemail greeting, it doesn't alert the agent anymore.

    I did raise this issue of voicemail/callback segment stuck in uploading status with Genesys support and their response was that this was an expected behaviour and proposed the same workaround of transferring the call to an inbound flow and to transfer to voicemail from there as you have mentioned above. I felt this couldn't be an expected behaviour, hence I thought to reach out to the community for their input. 

    Another workaround I came up with for this issue is to play the voicemail greeting using a separate "Play Audio" action followed by a "Flush Audio" to prevent the call to move forward with the next action and then use "Transfer to Voicemail" action. I have tested this workaround in my lab and is working as expected. 

    I will wait to see if there is any feedback from anyone else.



    ------------------------------
    Dhanalakshmi Vasudevan
    ------------------------------

    Original Message


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