Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hasitha on October 17, 2016, 07:48:25 AM

Title: Call Drop while transferring to post call survey
Post by: hasitha on October 17, 2016, 07:48:25 AM

Hello There

I got complaint from the users that , intermittently , call get drop when the Agent transfer customer to the post call survey. But this happen only for specific numbers and Mobile numbers do not get the issue. Any advice to troubleshoot this highly appreciate.

Thank you,

Hasi

Title: Re: Call Drop while transferring to post call survey
Post by: nonny on October 17, 2016, 08:00:22 AM

What type of voice circuit?  ISDN/SIP Trunk?

Sent from my SM-N9005 using Tapatalk

Title: Re: Call Drop while transferring to post call survey
Post by: Tambo on October 17, 2016, 11:33:19 AM

what does URS and SIP server logs say

Title: Re: Call Drop while transferring to post call survey
Post by: n3vek7 on October 17, 2016, 01:54:56 PM

Logs from TServer / SIP Server connected to your gateway would help.
Where is this post call survey hosted? Is it a cloud solution, another internal server or 3rd party provider?

In any case, if it's from specific number, make sure the post-call survey provider/solution do not filter some NPANXX, or any specific regional numbers...