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Cisco Bug: CSCtb41644 - Queued calls are getting routed to the same skillgroup by ICM in Avaya

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.2(7)

Description (partial)

Symptom:
Multiple Callback calls get routed to the same skillgroup even though no agents are available to take the calls

Conditions:
For every call back request, Router presumes that an agent is reserved for that request, reduces the available agents count by one and expects an agent state update as AS_RESERVED from PG within a time period of 10secs. But if there is no such update during the 10sec timer period (due to a delay) then Router would revert back the count to its original value. Due to this behavior, it so appears that another agent became available for next call back request and hence Router would land up routing a second request. This would build up over a period of time causing Router to initiate additional call back calls that would land up getting queued at ACD due to non-availability of matching agents to handle those requests.
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