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  • 1.  Timeline Interaction callback show uploading

    Posted 06-27-2024 05:59
    No replies, thread closed.

    The timeline in interaction callback shows uploading for so long that I have to disconnect interaction.


    #Reporting/Analytics
    #Unsure/Other

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    Nuttapong Limadisai
    Beryl 8 Plus Public Company Limited
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  • 2.  RE: Timeline Interaction callback show uploading

    Posted 07-06-2024 01:01
    No replies, thread closed.

    That is a strange one.  I would first look at the interaction through the conversation details API and determine what that upload is and what could be causing it.  I have not see this before and that says a lot.  Are you using screen recording and if so with the Desktop App or with GCBA?



    ------------------------------
    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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    Original Message


  • 3.  RE: Timeline Interaction callback show uploading

    Posted 07-06-2024 03:31
    Edited by Vaun McCarthy 07-06-2024 03:31
    No replies, thread closed.

    Any chance it's a queue voicemail?



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    Vaun McCarthy
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    Original Message


  • 4.  RE: Timeline Interaction callback show uploading

    Posted 07-08-2024 05:45
    No replies, thread closed.

    Hi @Vaun McCarthy

    Yes, it is a transfer queue as a voicemail.



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    Nuttapong Limadisai
    Beryl 8 Plus Public Company Limited
    ------------------------------

    Original Message


  • 5.  RE: Timeline Interaction callback show uploading
    Best Answer

    Posted 07-08-2024 06:12
    No replies, thread closed.

    I suspect the issue is for some reason the voicemail message got stuck being uploaded to the cloud during this interaction.  You'd probably need care to look at logs if you want to dig deeper as to why.



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    Vaun McCarthy
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    Original Message


  • 6.  RE: Timeline Interaction callback show uploading

    Posted 07-08-2024 11:39
    No replies, thread closed.

    @Vaun McCarthy 

    I should investigate the cause of this issue. Could you please provide some recommendations on where to start?



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    Nuttapong Limadisai
    Beryl 8 Plus Public Company Limited
    ------------------------------

    Original Message


  • 7.  RE: Timeline Interaction callback show uploading

    Posted 07-08-2024 11:44
    No replies, thread closed.

    @Vaun McCarthy 

    The call timeline where the issue was found shows that the customer's voice was recorded during the voicemail period, but the audio seems to be cut off. Then, the system displays "uploading" for a long time.



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    Nuttapong Limadisai
    Beryl 8 Plus Public Company Limited
    ------------------------------

    Original Message


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