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Cisco Bug: CSCuj10590 - jgw doesn't process MediaTermConnDtmfEv for Mobile Agents

Last Modified

Jul 20, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

8.5(2)

Description (partial)

Symptom:
jgw won't pass DTMF events received from the LCP port to the RCP port.

Customer is using an IVR as the mobile agent.  When the LCP port receives a DTMF via jtapi, this event is not passed to the RCP port.  Therefore, the IVR will never receive DTMF tones.

jgw traces show the DTMF digit received, but nothing is passed to RCP.  For example:

16:49:08:646 PG2A-jgw1 Trace: 366:   JTAPI-CTI-7-UNK (P1-pg2user){Line:LCP5001F0021:16021::(1,636)|Call:[GCID=(91220/1),CID=23861884]} DTMF [digit=2] 
16:49:08:646 PG2A-jgw1 Trace: 367:   JTAPI-JTAPI-7-UNK {(P1-pg2user) GCID=(1,91220)->ACTIVE} MediaTermConnDtmfEvImpl event. 
16:49:08:646 PG2A-jgw1 Trace: 368:   JTAPI-JTAPI-7-UNK (P1-pg2user) 91220/1 MediaTermConnDtmfEv 2 LCP5001F0021 [#44] Cause:100 CallCtlCause:0 CiscoCause:100 FeatReason:12 
16:49:08:646 PG2A-jgw1 Trace: 369:   JTAPI-JTAPIIMPL-7-UNK (P1-pg2user) GCID=(1,91220)->ACTIVECallManager.deliverEvents: deliver 1 events with METACODE 129 
16:49:08:646 PG2A-jgw1 Trace: 370:   JTAPI-JTAPI-7-UNK [91220/1]CallImpl.deliverEvents(): for all 1 observers  
16:49:08:646 PG2A-jgw1 Trace: 371:   JTAPI-JTAPIIMPL-7-UNK [com.cisco.icm.jgw.jtapi.JTapiObj@1f82ab4]ObserverProxy.queueEvents: queuing asynchronously 
16:49:08:646 PG2A-jgw1 Trace: 372:   JTAPI-MISC-7-UNK ObserverThread(com.cisco.icm.jgw.jtapi.JTapiObj@1f82ab4): queuing com.cisco.jtapi.JtapiCallEventSet 
16:49:08:646 PG2A-jgw1 Trace: 373:   JTAPI-JTAPIIMPL-7-UNK ObserverThread(com.cisco.icm.jgw.jtapi.JTapiObj@1f82ab4): delivering JCES[1] 
16:49:08:646 PG2A-jgw1 Trace: 374:   JTAPI-JTAPIIMPL-7-UNK [com.cisco.icm.jgw.jtapi.JTapiObj@1f82ab4]ObserverProxy.deliverEvents()

Conditions:
UCCE with mobile agent.  Login an agent but use an IVR as the mobile agent.  Press dtmf digits from the calling phone.
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Bug Details Include

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