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Cisco Bug: CSCtc18308 - Abandon calls in CVP during agent delivery causes report discrepancies.

Last Modified

Feb 09, 2017

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases


Description (partial)

Reporting discrepancies for abandon calls between Call Type Half Hour and Skill Group Half Hour. 


CVP w/SIP and CUCM.  Router Requery is enabled.
Caller abandons while CVP is in the process of delivering a call to an agent.  Since CVP is already in the process of delivering a call, it will still send an INVITE to CUCM, the agent will answer, and then CVP disconnects the call.  In OPC, the call will get pegged as handled.  CVP will report to the router that the caller abandoned.  So in CTHH the call gets marked as abandoned but in SGHH they get pegged as handled.
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