Cisco Bug: CSCuj69627 - Cisco UCCE Outbound Dialer dials Customers outside of Call Center Hours.
Feb 07, 2019
- Cisco Unified Contact Center Enterprise
Known Affected Releases
Symptom: Customer fails repeatedly to answer a PersonalCallback from UCCE Outbound Dialer Conditions: Normal Operation - Call Center Operation Hours are 08:00 - 18:00p Reg Key PersonalCallbackMaxAttemptsDefault is set to 5. Outbound Dialer calls Customer at 17:23 CU fails to answer. Outbound Dialer sets a PersonalCallback for 30 minutes. Out Bound Dialer calls the CU back at 17:53 CU again fails to answer the call. Outbound Dialer sets a PersonalCallback for 30 minutes. Out Bound Dialer calls the CU back at 18:23 *However* All Agents log out at 18:00 as the Call Center is now closed. Outbound Dialer makes the call at 18:23 but the Dialer is unable to reserve an agent as there are no agents logged in and by default sets a 24 hour call back. Dialer makes a new call the next day at 18:23 but again the call center is closed. This loop keeps happening and that customer is never called again.
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