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What happens to calls in progress when you publish a new flow version?

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  • 1.  What happens to calls in progress when you publish a new flow version?

    Posted 07-16-2020 20:18
    No replies, thread closed.
    If a customer is already in queue or in an IVR menu when you publish a new version of a flow, what is the impact?  Does the flow start at the beginning?
    #Routing(ACD/IVR)

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: What happens to calls in progress when you publish a new flow version?

    Posted 07-17-2020 05:14
    No replies, thread closed.
    Hello,

    If you are in an IVR menu and you publish a newer version of the Call flow, there will be no impact and you will hear the same menu. The PureCloud Edge appliance holds a cached version of the IVR in memory. 

    I have just run some tests and after publishing the Call Flow, no changes in my IVR but once I ended the call and dialed again, the new version is played and taken into account.

    Regards,



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    Charaf Eddine Chemlal
    NTT France
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