Cisco Bug: CSCtb27405 - Following PIM/OPC crash agent assigned into incorrect skillgroup
Dec 29, 2016
- Cisco Unified Contact Center Enterprise
Known Affected Releases
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.
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