Overview
You noticed that the IVR is not playing the Introduction General Floodgate.
Information
Volt Delta North America will retrieve the floodgate messages before proceeding with the expected call flow. If the floodgate message is created, but not properly provisioned for access, this will result in the IVR not playing the expected floodgate message.
Before opening a support ticket with Volt Delta North America, please verify that you have the floodgate messages created and properly provisioned so they are accessible by the Volt Delta North America systems.
<supportagent>
The Volt Delta North America servers access a URL provided by our partner to retrieve any Floodgate messages that need to be played before proceeding with the call flow. The customer creates the floodgate message on the partner's system and then provisions the message for play by the Volt Delta North America IVR.
The Volt Delta North America IVR retrieves the floodgate messages over the internet from our partner's system. The following are reasons why the Floodgate messages are not being played by the IVR:
- The Volt Delta North America servers are unable to access the URL provide to the partner's servers that have the Floodgate messages. This could be caused by an internet outage at the VoltDelta North America data center (only 50% of the calls would be affected as the other data center would still be available), an internet outage, an outage at the partner's data center or an issue with the partner's servers.
- The floodgate message is entered into the partner's system but is not provisioned to be accessed by the Volt Delta North America.
Perform some test calls to verify the customer's issue using the numbers found in the Verify if IVR is Completely Down and then escalate the issue to the SaaS Ops team as described in the VoltDelta North America Routing Table for further investigation.
</supportagent>