All - this is definitely an issue I would suggest you open a care ticket on. Please include your region, orgID and a sample conversationID (and if you can snapshot the timeline view like the one above even better.) Hopefully there's a valid explanation for this. If not, this is a bug GC should address.
Thank you!
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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 05-18-2022 16:23
From: Hans Desir
Subject: Multiple inbound calls in one conversation ID
We're running into the same issue and it's creating a lot of ghost calls for us as well. starting to drive the agents insane. Let us know if you have any suggestions.
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Hans Desir
Smarthealth, Inc.
Original Message:
Sent: 05-17-2022 14:21
From: Raghavapvds Raghavapvds
Subject: Multiple inbound calls in one conversation ID
Detailed problem description:
- Timeline shows 2 calls have entered from same ANI
- Timeline shows 2 IVR channels was utilized
- Timeline shows 2 ACD interact
- Timeline shows 2 Agents answered the call with a slight time difference
- Timeline shows 2 call recordings from both agent who answered the call (one good and one ghost call)
- From agent's perspective, one answered the call successfully, and the other answered but did not hear anything (tagged as ghost call)
Business impact /Urgency rationale:
- This happens of our agents daily and I am monitoring this day by day and can confirm that the ratio of issue increases.
- Since 2 agents are assigned in one conversation ID (one can answer and one ghost call), number of ghost calls are increasing.
- This is impacting the as number of ghost calls, stats are affected, and script is not working properly.
I am weird how this sutuation is possible and help me fixing the issue.
#Telephony
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Raghavapvds
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