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Old 08-22-2016, 03:44 AM
wpoh wpoh is offline
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Red face Call Keeps ringing when dialing a topic

Hi,

I am working on a new setup of IPOCC, version 9.1.7.

I am having issues dialing and getting into a topic. When i dial 5001, all i hear is ringing tone, with the phone displaying Contact Center, extension 5999.

Currently, the below has been configured.

Short Code:
Code: 500X
Telephone Number: 5999|>>,
Feature: Dial Extn
Outgoing Line ID: 0

IPOCC:
Topic 5001 has been created under Topics
Task Flow has been configured with topic 5001. what it does is to play greeting announcement, followed by hours check and then routing to agent. Its currently set as default task flow and activated.

I've tried to restart chap server but its not working.

Any troubleshooting steps that i can take to resolve this issue? Also, is there any license required in order for calls to reach from IPO to IPOCC?
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Old 08-22-2016, 07:54 AM
verma62 verma62 is offline
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Hi Wpoh,

The first thing I suggest to check is to go theorugh your chap logs. You can find there is your chap connection is successful or not. There may be multiple reasons for chap failure if that is the case in your setup.

Thanks,
Rajat Verma
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Old 08-22-2016, 07:21 PM
wpoh wpoh is offline
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Hi Rajat,

Thanks for the reply, I will take a look at the chap logs to see if there are errors. Just curious, in order for calls to be made from IPO to IPOCC, does it require CTI Link Pro license?
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Old 08-23-2016, 11:22 PM
wpoh wpoh is offline
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Figured out what is the issue. It seems that the announcement was not playing and the calls got routed to the agent group, thus it is only ringing. Only noticed it when i was making calls from the user interface.

Just curious why selecting "Free Of Cost" under announcement scripts, will prevent announcement from playing. This did not happen with IPOCC 9.1.2 for another customer.
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