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Cisco Bug: CSCte04762 - After agent xfer back to same IVR script, no CED sent in result

Last Modified

Mar 02, 2018

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

7.0(1) 7.0(1)SR4 7.0(1)SR5

Description (partial)

Symptom:
Under the normal call flow, external calls that come into ICM and are treated by the IPIVR return the Caller Entered Digits (CED) correctly to ICM in the RUN_SCRIPT_RESULT message. ICM can then make the routing decision based on the customer's selection.

Successful Call Flow: 
- Outside caller calls CTI Route Point that hits the ICM script 
- ICM transfers to IPIVR (run external script) - Menu ABC 
- IPIVR Plays prompt and captures CED selection 
- IPIVR returns results back to ICM, who then makes a routing decision (e.g. transfer to an agent)

The failure occurs after an agent has received the call and then subsequently transfers the caller back into ICM. When ICM sends the call back to the IPIVR, no CED is returned by the IPIVR to ICM. As a result, the call routing decision in ICM fails.

Failed Call Flow: 
- Outside caller calls CTI Route Point that hits the ICM script 
- ICM transfers to IPIVR (run external script) - Menu ABC 
- IPIVR Plays prompt and captures CED selection 
- IPIVR returns results back to ICM, who then makes a routing decision (e.g. transfer to an agent) 
- The agent decides to transfer the customer back to the CTI Route Point that hits the same ICM script 
- ICM transfers the call again to IPIVR - Menu ABC 
- IPIVR Plays prompt and captures CED selection 
- IPIVR returns results back to ICM, but since the CED data is missing then the call routing in the ICM script fails 

In the failure scenario, the debug logs in IPIVR show that CED is collected successfully from the caller and populated into the call variables. However, the RUN_SCRIPT_RESULT message back to ICM is missing the CED (ced=).  This results in a dialog failure from the ICM side.

Conditions:
IPIVR 7.0(1)
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