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Cisco Bug: CSCsg37297 - Router does not generate Labels recursively using ATR

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.1(4) 7.2(1) 7.5(1) 8.0(1)

Description (partial)

Symptom:

Router sends ASTID and does not use ATR recursively to generate local label

Conditions:

When using Agent Targeting Rule Type 3(Translation Route), with a second ATR configured for local label generation.

This is not a defect and is functioning as per design. The word "recursive" label is a misnomer. 

Translation routes require the generation of a second label, used to target the agent from the peripherals local routing client. The new rule mechanism will be applied recursively to generate this label. This means the Router will generate a Label that allows the call to be translation routed to the Peripheral Gateway. The router will also generate a label for the PG to target the Agent.

First, the word "recursive" is a misnomer here because it does not mean that a second rule is being applied. Instead, for translation route ATR rule type, router will try to use the rule for the translation route label. In the PreRoute message, we do not use the label, but use the agent skill target id instead and the DirectAgent field is set to 1. The OPC should be able to send the call to the agent with the agent skill target ID (which it does already).

Second, this rule type is applicable for Agent Routing Service (ARS) PG that allows Agent level routing capabilities in ICM for 3rd party PBX. It will effectively "dumb" down that ACD\PBX and enable agent level routing in the ICM.
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