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Cisco Bug: CSCta02931 - Availability issue with integrated agents

Last Modified

Feb 22, 2014

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases

4.2(1) 4.2(2) 4.2(3) 4.2(4) 4.2(5) 4.2(5)A

Description (partial)

Symptom:
If an agent is available in CIM Agent console when logging out, the agent won't become "ICM available" as he/she logs in again.
From ICM perspective, agents seem to remain in state "logged on/not ready", no matter how many times the Available checkbox is unchecked/re-checked.

The only way to get the agent back in state "Logged on/ICM available/Ready" is to logout as not available, login again and then check the Available checkbox.
The behavior of IPTA agents is not correct: the checkbox state is "saved" when you log out ... meaning that the agent won't be "ICM available" when she/he logs back in.

Conditions:
Customer has created a custom_activity_type from the tools console which is associated with 10001 activity_type_id.
Making agent available from UI marks the agent non-available for the custom activity type but integration code doesn't recognize the custom_activity_type.
The integration code only checks for 1, 2000, 5000 activity_type_id's and check for the custom activity type is required.
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