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Cisco Bug: CSCuj36392 - Call control gadget disappears after chained call control scenario

Last Modified

Feb 25, 2014

Products (1)

  • Cisco Finesse

Known Affected Releases

9.1(1)

Description (partial)

Symptom:
There is code in the Call Control gadget that, when the agent receives a NOT_READY event, determines whether to show the "Make a New Call" row or not. If the agent talking on a call and a supervisor is silent monitoring that call, it is possible when the call ends that the NOT_READY event is sent in such an order that it precedes the DELETE event for one of the dialogs (actual call or silent monitor call). If this happens, according to the logic, the gadget thinks the agent still is on a call, so it will not show the "Make a New Call" row but when the last DELETE dialog event comes in, the gadget will "disappear".

Conditions:
This was observed in the complex call scenario involving a conference call and silent monitor call, however, with any silent monitored call this is a possibility, it depends upon the order of events received.
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