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Cisco Bug: CSCte64096 - Personal Callback records are not given priority over normal records

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.2(1) 7.5(1) 8.0(1)

Description (partial)

Symptom:
Personal Callback records are not given priority over normal records
Conditions:
1) When abandoned mode is selected for Personal Callback and if the agent is busy or unavailable at the moment when the Personal callback time gets scheduled and if there are normal records for the agent.
2) When Alternate DN  mode is selected for Personal Callback and if there are normal records active for the skillgroup targeted by the DN.
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  • Status
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