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Cisco Bug: CSCum68672 - abandoned chats stays in queue in 4100 status

Last Modified

Nov 27, 2020

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases


Description (partial)

CIM 9.0.2
UCCE 9.0

Only affecting Integrated Chats that are not answered by agents and customer abandons the chat.
those chats are pushed back into the queue but the activity status in DB it remains in 4100

Integrated Chats using auto-pushback.

Repro steps
1. Login as an agent who belongs to Chat skill group. 
2. Create a chat, let it assign to agent don't select the chat activity from agent console. 
3. Exit the chat from customer side. 
4. After 2 min's the chat is moved back to queue. 
5. Now select the activity in agent console. 
ERROR MSG DISPLAYED? The activity is no longer assigned to you..... 
The activity status in DB it remains in 4100 and never be re-routed to ICM.
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