Hello Everyone,
I'm currently facing an issue with inbound call routing that I hope someone here can help me with. I’ve set up a custom IVR for one of our campaigns, but it seems like calls are not being routed properly to the designated agents in the community.
Here’s a bit of context:
I have a DID configured for inbound calls.
The calls are supposed to go through the custom IVR, which has a few options (e.g., press 1 for sales, press 2 for support).
Each option is configured to route to a specific queue with dedicated agents.
The problem I'm encountering is that when the caller presses an option, they are sometimes routed to the wrong queue or not routed at all (they end up in a dead-end without reaching any agents). I’ve double-checked the IVR configuration, and it seems fine to me.
Here’s what I’ve tried so far:
Verified that the queues are properly set up and have agents assigned.
Reconfigured the DID and reassigned it to the IVR.
Tested each IVR option manually, which seems to work sporadically.
Despite these steps, the issue persists. Could this be an issue with my trunk settings or possibly an internal configuration in Omnileads that I’m overlooking?
If anyone has encountered a similar issue or has insights on how I can resolve this, I would really appreciate your input. Additionally, if there are any logs or diagnostics I should look at to further pinpoint the cognos issue, please let me know.
Thank you in advance.
