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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)

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.

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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