Cisco HMP integrations using VRU Trunks drop calls
Issue date | September 28, 2020 |
Observed behavior | In Cisco HMP integrations utilizing VRU Trunks, calls can fail to find the appropriate VRU, resulting in disconnection. This shows up as a Trouble Disconnect when sending the call to an IVR, or a Disconnect when queuing an asap callback.When these failures continue to occur over time, the On-Premise Callback application will eventually stop treating calls. |
Products and versions affected | All On-Premise Callback versions up to 9.1.0. |
Components affected | Queue Manager |
Applications affected | Core Monitor |
Severity | Critical |
Root cause | Calls are failing to be sent to the IVR, resulting in a Trouble Disconnect.A recent update to On-Premise Callback architecture causes the cross reference ID to be sent to the VRU in an incorrect format. When this happens, the cross reference ID is not correct when the event is returned by the VRU. |
Resolution | Resolved October 28, 2020 in On-Premise Callback 9.1.1. |
Expected availability | Available in On-Premise Callback 9.1.1. |
Workarounds | None |
Defects related to this issue | 175020394 |