IVRAdapter is Not Receiving Callback Requests to Process
(Doc ID 2057926.1)
Last updated on SEPTEMBER 15, 2020
Applies to:Oracle Network Management for Utilities - DMS - Version 22.214.171.124 and later
Oracle Utilities Network Management System - Version 126.96.36.199 and later
Information in this document applies to any platform.
**Disclaimer:** This KM article may include the following abbreviations:
IVR - Interactive Voice Response
NMS - Oracle Utilities Network Management System
The IVRAdapter is not receiving callback requests to process. When a call is logged that has a callback request on the restoration of the event, the IVR system should be receiving the callback request for processing. This is not happening.
Steps to recreate:
1. Place a call through the IVRAdapter
2. A record is created in the TROUBLE_CALLS table flagged with a callback request
3. Complete the event and note whether a record is created in TROUBLE_CALLBACKS table
4. Expect that the callback will then get picked up by the IVR system for processing which is not happening.
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