Calls Redirecting to Agents Automatically After IVR Main Menu Selection.

[avc869823195292]

Hi Team,

I have been facing this issue from past few days with the IVR application. I have attached the application logs for reference.

OD Version - 7.21.5
Tomcat 8.5
JDK 8


Issue Description - The application is built and deployed with all the necessary configurations, Menus can be selected and the application flow can be traversed without any difficulties in HTML mode.
We have been facing the issue for the past few days where The issue persists randomly for a few of the calls we can say on a scale of 100 approximately 25 calls are affected and getting directly into exception calls on IVR report. when a call is landed to the IVR application we can hear the welcome prompt and after language selection, we are successfully redirected to the main menu options but after selecting the main menu options calls unexpectedly disconnect the IVR and transfer directly to the agents bypassing the main menu prompts. Now, we have verified the IVR logs which show: " NO Call info available for Extension 223344**** Error loading pluggable-connector initialize class " Voice Portal logs indicate: error.bedfetch.http 404.
Kindly let me know if any suggestions to Fix the issue.

Thanks

[tuan1]

It is really difficult for me to understand your call flow, can you please describe your call scenario in detail (it is better in the *.doc or .docx file)?