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Cisco Bug: CSCuo73373 - Outbound option transfer/conference issue with personal callback

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.0(1) 10.5(1)

Description (partial)

Symptom:
After an outbound option call is handled by an agent, if the call is transferred/conferenced from that agent to another outbound agent (not originally involved in the call flow), a personal callback which is scheduled may not operate correctly. The following scenario is an example of this behavior:

Issue:
1.  a predictive call handled by Agent F
2. Agent F transfers the call to Agent E
3. Agent E's callback button enables and he is able to schedule a callback
4. No callback is scheduled.

Conditions:
Outbound option with CTIOS/Finesse outbound option desktops, where the outbound agent transfers or conferences in another agent after the original call is placed. See "Symptoms" for all scenarios.
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Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
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