Click-to-Call Cloud Service Calls Are Dropping after Ringing, Before Answer

(Doc ID 1934514.1)

Last updated on FEBRUARY 16, 2016

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Oracle Live Help On Demand
Information in this document applies to any platform.

Symptoms

The loss of functionality
Calls are dropping after ringing for some period of time

The sequence of events
Customer launches click to call from the customer site. Launches call. Call rings and drops without connecting after some period of time.

Where it happened
Customer site


The significance of loss / customer impact
Customers cannot reach agent so business being lost

What IS working
Call is being launched

What is the expected or acceptable result?
Call should connect

What about the system has recently changed?
Unknown

Cause

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