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author's profile photo Rodrigo Lucas
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Rodrigo Lucas

Call Failed - Reason Unknown Make a call to a queue

Posted on Aug 12, 2016 at 01:09 PM 21 Views

Hello,

Do you know the reason when we make a call directly to a queue or by a transfer from IVR and the CDT return the message "Call Failed - Reason Unknown".

If someone can help me, I will be very thankfull 😊

BR

Rodrigo

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  • author's profile photo David Vaughn
    David Vaughn
    Posted on Aug 15, 2016 at 04:27 PM
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    Just to be clear, you can call the Queue from a CDT directly and it says Call Failed? You have verified the DN number of the queue? Queues has service schedule? Is it same for all queues?

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  • author's profile photo Jukka Suhonen
    Jukka Suhonen
    Posted on Aug 23, 2016 at 07:58 AM
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    Hi All,

    SAP Contact Center support team is currently investigating the issue as customer raised a ticket to SAP. An update will follow once the root cause is found.

    Thanks,
    Jukka

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    • Rodrigo Lucas
      Aug 24, 2016 at 03:21 AM

      Hi Jukka, Lasse, Rahaman and David.

      Lasse has found the issue.

      I made a configuration that was not supported by the system. I had a particular requirement to make a transfer to the queue, but when the customer dial your ID, the call must be transfered to the agent that is responsible for this customer, so I did the configuration the queue number in the field "Mobile Phone" with this configuration the SAP CCtr registered the queue number twice and overlapping the number range, then I couldnt make a call to the queue or transfer.

      I erased this configuration and now I did the treatment in the IVR application.

      Obs. Just to be clear, every agent has your particular queue.

      The client uses the system in a not particular way.

      Thanks to everybody that support to solve this issue.

      BR

      Rodrigo

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