Guest

Preview Tool

Cisco Bug: CSCuo79082 - Callback scheduled on Barged into Outbound gives unpredictable results

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.5(1)

Description (partial)

Symptom:
After an outbound option call is handled by an agent, if the call is Silent Monitored & Barged into by a Supervisor, a personal callback which is scheduled may not operate correctly. The following scenario is an example of this behavior:

1.	Generate a predictive call handled by Agent F
2.	Agent E (supervisor) barges in
3.	Agent E drops the call
4.	Agent F schedules a callback
5.	In one scenario, the callback was scheduled for Agent F.   In another, no callback was scheduled.

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