I have a very sporadic issue with my Contact Center. Randomly, when a user calls in they hit out main number. When they press the number for the service they want the call is dropped immediately. If they call back they are entered into the correct queue. We haven't had any changes to our system and this has been reported by more than 10 people in the last 1.5 days. I tested this and experienced the same dropped calls.
Because this is so sporadic I am not really sure where to even look. I did take a peek on our SIP routers and could not see anything that was unexpected.
Your help and suggestions are appreciated.
I'm wondering if the issue is not when the call queues but when you use DTMF. Can you validate that? I would look at the MIVR logs and see what they tell us.
I pulled the CCX Engine logs for a time period when the issue presented....there is a lot of stuff in these logs. Any idea where I should be looking?
I would start with this https://community.cisco.com/t5/collaboration-voice-and-video/uccx-viewing-executed-script-steps-via-cli/ta-p/3162231 by the totally smart Anthony Holloway.