IVRAdapter is Not Receiving Callback Requests to Process

(Doc ID 2057926.1)

Last updated on NOVEMBER 17, 2017

Applies to:

Oracle Utilities Network Management System - Version 1.12.0.2 and later
Oracle Network Management for Utilities - DMS - Version 1.12.0.2 and later
Information in this document applies to any platform.

Symptoms

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.

Changes

 

Cause

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