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Cisco Bug: CSCtc43910 - Invalid Agent State in Pim causing reporting errors

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.5(2)

Description (partial)

Symptom:

The CallsAnswered did not match up with the CallsHandled in Database. The first call leg stays in the grid unless the secondary Call leg is cleared. Due to which the wrap up timer is pegged wrongly.

Conditions: 
CallsAnswered did not match up with the CallsHandled and getting pegged against the "InternalCallsRcvdToHalf".

Trigger for this issue is a scenario where the customer leg (on hold) is abandoned while the agent is still talking on the consult line. 

This is due to a incorrect line state maintained in the PIM during the wrap state (under a specific call flow) and subsequently the same line is being used for the next call, causing the old call to be pegged against the InternalCallsRcvd bucket rather than CallsHandled bucket in OPC.
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