Preview Tool

Cisco Bug: CSCte29092 - CIM UI pops two modal dialogs per chat/phone call - blocks IE/CAD usage

Last Modified

Feb 22, 2014

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases


Description (partial)

For multichannel IPTA agents, the agent will receive two modal dialogs per phone call. The behavior is the same whether the agent makes/takes an internal/external call or they receive an ACD-routed call.

The first dialog states "Please complete all non-interruptible activities that are assigned." Once the agent completes the phone call, they receive another modal dialog stating "Non-interruptible activities are completed. Now, you will be able to perform actions on interrupted activities." This is all in addition to the alert that shows up in the lower-right of the CIM GUI and it happens whether the agent is in the Email or Chat portion of the UI. 

This happens for each and every call they get. For example:
1) Agent is logged into CIM and CAD/CTI OS
2) Agent is working in CIM
3) Agent receives three calls, back-to-back, but does not click the first dialog from the first call
4) After completing the three calls, the agent must click through 6 modal dialogs before they can use CIM - or any other browser apps sharing that instance of IE

For agents who use CAD and have CIM embedded within a Browser tab within CAD, this modal dialog also prevents the agent from interacting with CAD (e.g.: clicking call control buttons, clicking Task buttons, etc). This is extremely disruptive to the agent's ability to use CAD.

Steps to reproduce:
1) Log IPTA agent into CAD or CTI OS
2) Log agent into CIM
3) Make/take call on agent's phone
Bug details contain sensitive information and therefore require a account to be viewed.

Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
  • Number of Related Support Cases
Bug information is viewable for customers and partners who have a service contract. Registered users can view up to 200 bugs per month without a service contract.