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Cisco Bug: CSCuo20417 - CCE: Queue Stats were not reflected. It was at 0 after failover

Last Modified

Feb 25, 2019

Products (1)

  • Cisco Finesse

Known Affected Releases

10.0(1) 10.5(1) 9.1(1)

Description (partial)

We need to customer know certain CCE configuration can lead to this issue.

Symptom:
We have noticed that CTI server resets certain Queue Statistics, specifically Number of Agents  in Talking (agentsTalkingIn) and Number of Calls in Queue, to 0 after Finesse Supervisor desktop fails  over to another Finesse server even though the agent under scrutiny remains in talking state.  However, we do see the agentsTalkingIn counter incrementing properly when making a new call soon after failover.

Conditions:
In CCE, /LOAD 1 is specified in Load Configuration parameter;  In Finesse desktop, Agent is in Talking state and Supervisor Desktop is also visible. Queue Stats are correct. Now, execute Finesse failover by stopping Cisco Finesse Tomcat.  Failover is successful but Queue Stats on Supervisor desktop  and Agent Desktop reset to 0.
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