Ticket Template: Voice Calls Failing Before Agent

1 min

When a call drops in the IVR or cannot connect.

 

Tenant and Customer Information:

Tenant or Organization Name:
Organization ID: (found in Control Hub | Account)
Contact Name:
Contact Number:
Contact Email:

 

Basic Information:

  • Problem Description: what exactly is happening

  • Setup Type: Is the call reaching the flow, and if so, which flow?

  • Business Impact: What % of calls are failing?

 

Caller Leg Details:

  • Is the issue reproducible at will? If so, detail the steps to recreate.

  • Details on noticeable pattern: Is there a pattern you have found, selecting a specific menu option, placing a call on hold, etc

  • Failed Examples:

    • Date

    • Time

    • ANI

    • DNIS

    • Call Session ID

    • Agent Name (if applicable)

    • Agent DN (if applicable)

  • Basic CSR Report for call

  • Call examples should be no more than 24 hours old (to review the logging in Cisco)

  • Isolation Details:

    • Is Service Provider routing the calls into customer SBC?

    • Is signaling from customer SBC toward Webex Calling good?

    • Is dial-peer between customer SBC and Webex Calling good?

    • Isolate the issue to endpoint who is sending the disconnect (eg 404, 503, etc)

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