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Cisco Bug: CSCul57618 - Calls are stuck in queue when transfer is invoked and LBM is deactivated

Last Modified

Feb 25, 2019

Products (1)

  • Cisco Unified Communications Manager (CallManager)

Known Affected Releases

9.1(2.11004.1)

Description (partial)

Symptom:
Calls get stuck in queue and are not routed to available agents after transfer to Queue.

Conditions:
This issue occurs ONLY when  LBM service is not activated for a CUCM. This is race condition.
This issue will occur when callers are transferred to Queue. 
Scenario :
A calls B
B presses transfer and dials Hunt Pilot --> B is put in queue since agents are busy.
B transfers A to Queue.

When B is put into queue , MOH is inserted for playing music to B.
Now when B completes transferring A to Queue , MOH inserted for B will get removed and MOH will be inserted again when A is put into queue.
This problem occurs only when (race condition) MOH playing music on hold to B is removed after A is put in queue. 
If this MOH is removed before A is put in queue (normal operation) , issue will not occur.
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