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Contact Centre channel is not routing calls as configured in the script following changes to the script
8x8 Support

Contact Centre channel is not routing calls as configured in the script following changes to the script

 

Symptom

Contact Center channel is not routing calls as configured in the script following changes to the script.

The call flow can be checked in Customer Experience and compared to the current script configuration.

Applies To

  • Contact Center

Reporting the occurrence to 8x8

Please include the following details:

  1. Reference to this knowledge base article
  2. The affected channel(s)
  3. The affected script(s)
  4. The time and date went the script was last modified (prior to applying the below resolution)
    • This can be seen in Contact Center Configuration Manager, Scripts
  5. A call example (Transaction ID & Date) of the issue occurring
  6. Confirmation if the below steps resolved the issue

Resolution

  1. Identify the affected channel(s) (Telephone Numbers)
  2. For each affected channel
    1. Locate the affected script in Contact Center Configuration Manager
    2. Unassign the channel from the script

vcc Configuration Manager Script - unassign channel.png

  1. Confirm

vcc Configuration Manager Script unassign channel confirm.png

  1. Click Save
  2. Reassign the channel back to the script
  3. Click Assign new channel(s)

vcc Configuration Manager Script no channel assign.png

  1. Check the channel to assign
  2. Click Assign

vcc Configuration Manager Script assign channel.png

  1. Click Save
  2. Test that the channel is now routing calls as expected

Cause

Occasionally when a script is modified the change does not get applied to the channel in the backend.

Additional Information

  • This may not affect all channels assigned to a script
  • This may affect multiple channels assigned to a script

 

 

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