IVR dropping calls.

[iamador2009]

When calls are made from certain numbers to our service desk department, caller is able to get through with some of the options but call gets dropped when the press other options? Anyone have any thoughts or exp

[janinegraves]

Are you using UCCE or UCCX?
If it's UCCE - are you using ICM Microapps or Call Studio app?

[iamador2009]

Hello company here is on UCCX.

[TomMar1]

Is the filter within the menu step configured properly for all the options?

Determine if a particular option within the menu never works when selected or only works when called from certain numbers but not others.  Which would be weird.

[iamador2009]

Yes its strange. I really new in Collaboration. I am not sure where to check configuration settings. 

[TomMar1]

Open the script in Cisco Unified UCCX Editor.  I would perform a reactive debug to determine which step (sounds like a menu step) you are hitting when you have the problem.  Open the properties of that step and check the filter tab.

Notice how Key 1 is red that means it is enabled.

Within that menu step ensure that the option in question has a call redirect or a call consult transfer step so the call goes somewhere.