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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


Description (partial)

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.

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.
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Bug Details Include

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  • Status
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