VWM0002 - IVR Callback Calling Customer Invalid Phone Number

DESCRIPTION

An Agent that was offered a callback request from the IvrOutbound Engine tried to connect to the customer and was not able to do so.

SEVERITY

Error

IMPACT

A customer who is expecting a callback will not recieve one.

TROUBLESHOOTING STEPS

This issue is usually due to what the customer entered for their phone number. There are a couple of things to check for:

1. Phone Number containing an Area Code
2. Phone Number not containing the long distance digit, for example in North America its 1, this should NOT be in the callers phone number

If these are both correct, then this issue can be caused by the PBX not being configured to properly identify long distance, or international calls and appending a leading digit. 

APPLIES TO

VWM