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Cisco Bug: CSCsz93333 - Modifying CSQ variable in the Select Resource Step after queuing a call

Last Modified

Feb 22, 2014

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

7.0(1)SR1

Description (partial)

Symptom:
All or a group of agents can get reserved at the same time for about 60 seconds.  This causes aborted calls and agents getting into a RESERVED state loop.

%MIVR-ENG-7-UNK:Execute step of Task 25000043953 : Interruption Handler: Select Resource (--Triggering Contact-- from CSQ)
%MIVR-ENG-7-UNK:Execute step of Task 25000043953 : Interruption Handler: Select Resource (--Triggering Contact-- from CSQ)
%MIVR-ENG-7-UNK:Execute step of Task 25000043953 : Interruption Handler: Select Resource (--Triggering Contact-- from CSQ)
%MIVR-ENG-7-UNK:Execute step of Task 25000043953 : Interruption Handler: Select Resource (--Triggering Contact-- from CSQ)

%MIVR-APP_MGR-6-ABORTING_CONTACT:Aborting contact: Application=ContactCenter,Task id=25000043849,Contact id=15985,Contact implementation id=179630/2,Contact Class=com.cisco.call.CallContact,Contact Type=Cisco JTAPI Call,Exception=com.cisco.wfframework.obj.WFMaxExecutedStepsExceededException: No. of executed steps: 1000
Conditions:
This is a problem when the CSQ variable value used in the Select Resource Step and is subsequently modified after queuing a call in that step. In this case, they use the Select Resource Step with variable name "CSQ" and then use the "Set Step" to modify the value of this variable, and then queue it for another CSQ. This scenario is currently not handled and leads to the aborted call.
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