Guest

Preview Tool

Cisco Bug: CSCtb27405 - Following PIM/OPC crash agent assigned into incorrect skillgroup

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.2(7)

Description (partial)

Symptom:

Agents at the UCCE Child are receiving calls which have been queued to a skill group to
which the agents are not assigned.

A combination of triggers including PIM or OPC crash at Gateway PG followed by complex call
flow in a Parent/Child deployment may lead to an agent being dynamically assigned to a
skill group to which they don't belong (at the Parent level).

Conditions:

- UCCE 7.2(7) Parent/Child deployment
- If the call scenario includes inter cluster CCM Transfers.
- Transgerring Agent and Transferred agent are a part of a different CCM, but the final destination falls with in the same CCM.
- Agent was previously a member of the skill group it is incorrectly assigned to, but was removed
from that skill group (prior to PIM or OPC crash).
- When Parent systems recieves an Agent State update as Dynamic (line 2)for an already configured agent in Parent (in Line 1) with an invalid Line Handle and Skill Group.
Bug details contain sensitive information and therefore require a Cisco.com account to be viewed.

Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
  • Number of Related Support Cases
Bug information is viewable for customers and partners who have a service contract. Registered users can view up to 200 bugs per month without a service contract.