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Cisco Bug: CSCuo99825 - Some outbound activities cannot be completed by agent

Last Modified

Mar 19, 2015

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases

11.0(1) 4.4(1) 4.4(1)ES4 9.0(2)

Description (partial)

Agents are finding not possible to complete their own outbound activity. We find the inbound activities are already completed, but the outbound activity is still outstanding. When the agent clicks on the activity, 'complete', 'send and complete' buttons are grayed out.

Potential steps to reproduce:

1. Log into access Agent Console.
2. Under 'My searches', type in a valid activity ID. This will populate the inbox with a list of activities wait for a minute or two.
3. Click on an inbound email activity in the inbox list that is completed and not assigned to you.
4. Click away to another activity in the list.
To confirm the same 
5. In the search console, search for all activities belonging to the same case as the activity that was clicked on in step 3.
6. Check if a new outbound email activity has just been created in the case ? check its status, who it is assigned to, audit and whether it can be picked or transferred.
7. Check the audit of the activity that was clicked on in step 3 ? check if there is a 'draft saved' entry that occurs after the 'activity completed' entry.
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