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Cisco Bug: CSCum74332 - Chat keeps reassigning to available agents and never seen in agent inbox

Last Modified

Jun 04, 2019

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases

9.0(1) 9.0(1)ES1 9.0(1)ES2 9.0(1)ES3

Description (partial)

Symptom:
WIM Chat keeps on reassigning to all available agents vua auto-pushback and is never seen in agent inbox. Chat is not serviced.

Conditions:
Chat is initiated via a chat entry point with customer template with anonymous chat enabled.  Via chat audit / object operations the chat is seen being assigned to agents then transferring back to queue via auto-pushback, that action is repeated over and over and chat is never offered or seen within the agent UI.
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