UCCX 8.5.1 - Redirect Call step is getting skipped
We've had a script in service for over a year that works fine.
[Normal Operation] Among other things, if the outside caller calls "after hours" they will be sent to a routine labeled "Closed".
There's a menu step that plays a prompt. The prompt will advise the call center is closed, but they can press 1 to leave a voicemail that will be checked in the morning.
Pressing 1 takes them to the next step which is Redirect Call.
An Autoattendant is what's called by the script. The initial caller can leave a voicemail. The script will Clear and End the call.
[Problem] The Redirect Call step is skipped, and the call proceeds down that path which is to clear and end.
[Troubleshooting] As a test.... I inserted a prompt and a redirect call in advance of the Menu Step.
My prompt played, and the Redirect Call was skipped entirely, and the script advanced to the Menu step (previously mentioned).
My goal here was to see if the Menu step was broken, or the Redirect. It seems the redirect is the problem.
There have been no software updates or changes to the environment (that we can account for).
We also had the thought that perhaps it was a problem with CSS and Partition of the Script vs Voicemail number. All of the checks out, but if it didn't, I would expect the behavior to be a message where the call can't complete. Right? It shouldn't be skipped where the caller hears nothing.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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