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PureCloud: Outbound Routes Display Bug and User Instructions
Incident Report for PureCloud by Genesys
On Thursday Nov 1st, a bug was introduced into how outbound routes are displayed. This bug improperly displays that outbound routes are disabled even though outbound calling is working. It primarily impacts any PureCloud customers who created or updated outbound routes between October 20th and October 31st. The development team is currently working on a fix to this bug and are targeting a release for no later than Wednesday, Nov. 7th.

The following steps should be taken if you need to view or modify your outbound routes in the PureCloud Admin UI.

1. If you login to the administration console and see outbound routes are marked as “disabled” take the following action before saving or leaving the outbound routes screen:

a. Set all desired outbound routes in the UI from disabled to an enabled status
b. Immediately save your outbound routes
c. This will save the state of your routes properly

2. Please do not save your outbound routes if you have not moved them to an enabled status as documented in step #1 or you will cause your outbound routes to be moved out of service.

We apologize for any inconvenience this might cause you. Our development teams are working as quickly and safely as possible to place fixes into production.
Posted 10 months ago. Nov 02, 2018 - 15:43 EDT
This incident affected: Outbound Calls (Americas, Australia, Japan, EMEA, Germany).