Symptom / Need

There is a drop or blockage in the reception of inbound calls to your operation, which presents a recurring pattern where the service stops working or calls are diverted prematurely always at the same time in the afternoon, preventing external communication from reaching active agents.

Context / Scenarios

This situation is evident in inbound calls and occurs when the logical flow of calls is managed by a Time Condition control node within the IVR in Wolkvox Manager.

Answer / Solution

For a quick resolution of this incident, the diagnosis and solution are divided under the following responsibility scheme:

A. Responsibilities of the Support Agent (Analyst)

The Level 1 analyst from the Wolkvox service desk will be responsible for performing in-depth diagnostics, logical testing, and troubleshooting of telephone network faults:

1. IVR Review: Analyze the Time Condition node in the call flow to verify the assigned opening and closing times.
2. Time Zone Verification (GMT): Verify that the time zone of the operation server configured on the platform exactly matches the physical time zone of the client operation.
3. Adjust the Operation's GMT: Verify that the time zone on the operation server exactly matches your local time (e.g., GMT-6 for Honduras).
4. Log Audit: Thoroughly examine the system event logs during the time frame of the failure to confirm if the platform is rejecting calls under the " out of hours " label.
5. Enabling Flow Testing: Requests the customer to temporarily modify the hot scheduling parameters to open the line and allow control test calls.
6. Once the time window has been extended, the customer is asked to use an active agent to receive the incoming test call and confirm successful reception.

If the correct time zone setting is confirmed and the problem persists, the following check should be considered:

7. SIP and Trunk Verification (Last Option): If the operation's scheduling logic and GMT are correctly synchronized, the analyst checks the status of the local provider's SIP trunk to rule out physical signaling problems or line alerts. They perform the corresponding validations as defined in the following article: Problems with incoming calls (Wolkvox Trunk or Client) .

B. Client Responsibilities (Operation Administrator)

The customer account administrator or supervisor has the authority and access to adjust time settings and participate in service validation:

1. Time zone alignment: Validate that internal modules (shifts, reports and IVR) operate in the same local time zone.
2. IVR Parameterization: Confirm that the opening and closing times in the Time Condition component in Wolkvox Studio exactly match the operation's operating hours.

If your time zone settings are correct and the problem persists, please share the following information when contacting the Wolkvox service desk:

3. Field Testing Support: Provide a connected agent ID (logined to the platform) to make and answer live test calls together with the analyst to certify that the flow to the agent queue is successful.
4. Enabling Flow Testing: Temporarily modify the hot scheduling parameters to open the line and allow control test calls.
5. Use an active agent to receive the incoming test call and confirm successful reception.
6. Continue with the checks indicated by the service desk analyst.

Possible Causes

Premature call forwarding may be caused by a time zone (GMT) difference between the Wolkvox server and the client's physical location:

• Time Zone Discrepancy: The system operates using the time zone configured on the Time Control node. If this time does not match the actual time in the country where the client operates, the system will malfunction.

Example: Colombia is in GMT-5 and Honduras in GMT-6 (Colombia is 1 hour ahead). If a channel is scheduled to close at 5:00 PM Colombia time, it will already be 5:00 PM for the system when it is only 4:00 PM in Honduras.

The result: Customers will call at 4:00 PM (during their normal business hours) but the IVR will tell them that it is already closed because the system was guided by Colombian time.