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Cisco Bug: CSCum43430 - custom made reason codes are chosen automatically

Last Modified

Jun 18, 2014

Products (5)

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

Known Affected Releases

8.0(2)SU4 8.5(1)SU4 9.0(2)SU2

Description (partial)

1. Agent A sits at Ready and click on NOT READY and selects custom made reason code X. 
2. After some time Agent A click on READY and now agent A state is READY. 
3. Then a call comes to Agent A from the queue and agent A goes reserved and doesnt answer (ring no answer) and again goes to NOT READY. 
4. Now Agent A is at NOT READY and agent B gets a ICD call and transfers the call directly to Agent As IPCC extension who is at NOT READY. 
5. Now Agent A goes reserved and does not answer the call and then goes NOT READY with reason code X as per the not ready reason code report.

Agent going to not ready because not answering a call.
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