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

Symptoms

**Examples provided in this article do not represent real life personal/confidential information**

**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.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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