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Cisco Bug: CSCum43364 - Agent state from ACMI pim incorrect when agent gets back to back calls.

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.5(10) 8.5(4)

Description (partial)

Symptom:
Parent/Child real-time data does not match.

Conditions:
When ACMI gets the Agent state as Available then ACMI will set the timer TimerAgentAvailablity registry, which is by default 1, once the timer expires it will update the agent state, so for the skill group before the timer expires ACMI reports skill group status as available because of the Timer for agent state as available. For skill group which are report after timeout skill group status would be reported as Busy Other or reserved. So, skill group states for skill groups which are reported before timer expiry PIM overrides skill group state to Available because of the design of the timer, therefore we can see some Skillgroup as available and others as Busy other and reserved.

This can happen under high call load, when same agent receives new call within 1 second (Timer agent availability registry value). In this scenario the child was used for routing call to agent.  If parent is used for routing this issue will be avoided.
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