Objective
This guide will help you to troubleshoot ICA Voice call termination issues, by verifying whether or not they reached the Cognigy Chatbot Platform from the Cognigy Voice Gateway.
Applies To
- Intelligent Customer Assistant (ICA) Voice
- 8x8 Contact Center
Procedure
- Log into your Cognigy platform.
- Click on the Agent that calls should be forwarding to from the Voice Gateway.
- Expand the Deploy tab and click on Endpoints.
- Select the VoiceGateway endpoint.
- Click the button at the right to open the flow that the VoiceGateway points to.
- Click on the chat button at the top right.
- Go to the Live Following panel at the bottom.
- Enter the phone number you are going to call from
- You must use E164 format, or +[country code][full number], as shown in the example below.
- Click the Start Live Following button.
- Make a phone call from the number you entered to your 8x8 Channel number that is pointing to Cognigy.
- The Cognigy Platform will now show if the call reached the chatbot from the Voice Gateway and also what route it took through their chatbot flow.
- If nothing appears when making the call, then it did not reach the chatbot.
- If the call reached the chatbot but you are still experiencing call termination issues, the cause is likely within the chatbot flow.
Additional Information
If you click on the Info tab you will see further details of the call, such as the 8x8 Tenant ID, Channel Number, Call ID, Originating Carrier, and the Application the Voice Gateway used to forward the call.
