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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


Description (partial)

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

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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