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Cisco Bug: CSCum09548 - CAD Buttons gets grayed out when answering consult transfer

Last Modified

May 11, 2017

Products (9)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 10.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 8.5(1)
  • Cisco Unified Contact Center Express 8.5(1)
  • Cisco Unified Contact Center Express 10.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 9.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 9.0(2)
  • Cisco Unified Contact Center Express 9.0(1)
  • Cisco Unified Contact Center Express 9.0(2)

Known Affected Releases

8.5(1) 9.0(1) 9.0(2)

Description (partial)

Symptom:
Call comes into Agent 1 (ICD or non-ICD) , Agent1 answers and starts a transfer operation to UCCX trigger. Script Answers the call from Agent1 and plays a prompt. Using Consult Transfer step, script calls Agent2; which is currently in Ready state; and connect it to Agent1. Both, Agent1 and 2 are now talking and both are in Not Ready state because of Non-ICD call.

Once Agent1 completes the Transfer, Agent2 CAD moves to Ready state and call manipulation icons (hold/conference/transfer) are grayed out. However, call with original caller is still active on Agent2's Phone.



Same behavior is found on version 9 CUCM and UCCX

Conditions:
Consult transfer is being used
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Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
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