Cisco Bug: CSCtb67794 - Agent in WORK goes RESERVED due to SEC_CONSULT,and on RNA goes to READY.
Feb 22, 2014
- Cisco Unified Contact Center Express
Known Affected Releases
Symptom: Version UCCX 5.0(1) SR2 is putting agent state to "READY" from "work" when the Secondary_consult call is received from another agent and Agent does not answer the call. Conditions: Call is made to the queue and it transfers to the agent (Say "A"). After the call Agent "A" goes into the "WORK" state. Another call is made to the queue which as expected goes to a different agent (say "B"). Request is made to transfer the call back to Agent "A'. When agent "B" transfers the call to agent "A' the "WORK" state changes to "RESERVED" and if the agent does not answer the call the status changes to "READY" instead of "WORK" or "NOT READY"
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