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Cisco Bug: CSCtd03564 - CAD Call History incorrect during Simple Join (C2)

Last Modified

Oct 27, 2010

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

8.0(1)

Description (partial)

Symptom:
During any Call Scenario involving Simple Join (SJ), Call history on Agent1`s CAD (Cisco Agent Desktop) shows incorrect call duration after completing SJ

Conditions:
1. Caller calls ICD Route Point and Agent1 answers the call (Call-1)
2. Agent1 initiates a new call to Unmonitored Extension (or any agent) using the same line (Call-2)
3. Agent1 completes Simple Join (Call-2 Survives)

NOTE : Call-1 -> Call made by Caller to reach the Agent1
            Call-2 -> Call made by Agent1 to Unmonitored Extn (or any agent)

This issue still occurs only when an Unmonitored extn is called. This issue will not occur if the call is made to Agent extension.

NOTE : In any Simple Join Scenario, one of the Calls (Call-1 or Call-2) is merged with the other.
If Call-1 is merged with Call-2, then Call-2 is said to be the surviving call and vice-versa
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