Guest

Preview Tool

Cisco Bug: CSCuo01086 - DOC: UCCX CDA guide needs to explain Blind Transfer

Last Modified

Oct 24, 2017

Products (9)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 8.5(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 10.0(1)
  • Cisco Unified Contact Center Express 8.5(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 10.5(1)
  • Cisco Unified Contact Center Express 10.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 9.0(2)
  • Cisco Unified Contact Center Express 10.5(1)
  • Cisco Unified Contact Center Express 9.0(2)

Known Affected Releases

10.0(1) 8.5(1) 9.0(2)

Description (partial)

Symptom:
UCCX CDA guide needs to contain the actual meaning of Blind Transfer in UCCX/CAD

Conditions:
UCCX CAD/CDA 8.5, 9.0, 10.0

Consequence of CDA configured Blind Transfer

1. Configure an agent to the default workflow.
2. Through the Desktop Workflow Administrator, proceed to the default Workflow group.
3. On the CAD Agent go to the User Interface Options and enable a button with an Action - Call Control -- Blind Transfer.
4. Set the delay to 5000 ms which is by default.
5. Ensure that the Visible option is checked.
6. Log in to CAD and ensure that the custom button created appears on the toolbar.
7. Make an ICD call to the agent and once the caller is connected, then from CAD, press the Blind Transfer button.
8. You will observe on the phone associated with CAD that a consult transfer will be created and the agent phone will be a part of the transfer for 5 seconds.
9. The value of Delay can be adjusted to 1 ms which will ensure that the Agent drops as soon as the transfer button is clicked.

But still we see the call will be present on the Agent phone for close to 1 second. This is because the Unified Communications Manager needs the time to process the transfer at the application level.

10. During step 8 or 9, if the caller disconnects before the agent dropped from the transfer, then the agent is connected to the transferred party.

Related Community Discussions

Request Operation Failed in CAD
I have remote agents using IPC who (occasionally) receive "Request Operation Failed" from CAD when trying to transfer a call.  What causes this?
Latest activity: Feb 06, 2015
Bug details contain sensitive information and therefore require a Cisco.com account to be viewed.

Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
  • Number of Related Support Cases
Bug information is viewable for customers and partners who have a service contract. Registered users can view up to 200 bugs per month without a service contract.