Symptom / Need

Mass campaign calls are disconnected within seconds of being answered by the end user. This immediate disconnection creates inconsistencies in reporting and reduces the operation's contact rate.

Context / Scenarios

This problem occurs in mass dialing campaigns or incoming calls, where the skill configuration has an active time control rule with informative audio playback.

Answer / Solution

Initial validations and troubleshooting

Step 1: Technical Diagnosis

1. Verify that the skill 's time control rule is correctly configured in the Working Hours tab.
2. If the AUDIO option is selected in the Off-hours Action field, verify in the Select Audio field that the selected audio is in the drop-down list (it should not appear as [ undefined ]).

The disconnection may be caused by the absence of the audio file specified in the time control rule.

Step 2: Corrective Action

If it becomes clear that the problem is due to the selected audio not appearing in the dropdown list in the time control rule, you can proceed as follows:

1. Access the time control rule and in the Select Audio field, select the required audio from the drop-down list.

Escalation to the service desk

If the problem persists after taking corrective action, you can escalate the case to the service desk, taking into account the minimum required information and evidence of the correction made.

Minimum Required Information

To escalate the case, keep the following information in mind:
• Name of the affected operation.
• Percentage of affected.
• ID and Name of the affected campaign.

The service desk analyst will perform the following validations:

1. Confirm that the previous Technical Diagnosis and Corrective Action have been executed.
2. Review the deployment schedule to verify if the failure occurred after the last deployment of the functionality (for this reason, the analyst will ask you for the date and time the failure started).
3. If a recent deployment is identified, the service desk analyst will check if reverting to the previous version presents the same problem.
4. It is essential that you provide the support analyst with test numbers to perform the dialing and validate the signaling traces.
5. The service desk analyst reviews real-time SIP signaling traces over the test numbers to analyze call behavior.
6. With the information and evidence gathered, the support analyst at the Wolkvox service desk escalates the case to Level 3 (Core Team).