Callback Process Flow Going In A Loop When Caller Is Not Confirming Callback Number (Doc ID 1125923.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Contact Center Anywhere - Version: v7.1.7.5 (SP5) to v8 - Release: V7 to V8
Information in this document applies to any platform.

Symptoms

An inbound call entered the workgroup directly from the project. Since then the call just stayed in the queue at the workgroup level. It was not presented to an agent even though agents became available. Upon reviewing the Call Center logs, it was noticed that the caller was actually trying to leave a callback number, but when the system asked them to confirm the number instead of entering 1, no digit was entered.

 The system would then again ask the caller to confirm the number but again no digit was entered, resulting invalid entry. This process of system asking to re-confirm and caller not pressing any digit has been going in a loop since the time the interaction entered the queue. This call came on channel 143 of this call center and up until when  the call center resource was restarted, the channel was not released and it was still in this loop.

Cause

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