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Cisco Bug: CSCuj55925 - OnHold field is not updating correctly in Agent_Real_Time

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.0(1)

Description (partial)

Symptom:
On Hold field is not updated properly in Agent Real Time table for internal UCM calls.

Conditions:
A call is place via route Point from Agent to Agent and the call placed on hold from both the agents.  Called Agent will have incorrect status on OnHold=0.

For external calls (going through a CCM trunk) the reports are corrects. The problem does not exist when CVP delivers the call to the agent using a SIP trunk.  It is very easy to differentiate the two call flows; internal UCM calls have only one call ID, while the ones with CVP, have two call Ids.
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