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Cisco Bug: CSCup14254 - Remote Terminated Ans-machine call may be reported as customer abandoned

Last Modified

May 11, 2017

Products (9)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 8.5(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 10.0(1)
  • Cisco Unified Contact Center Express 8.5(1)
  • Cisco Unified Contact Center Express 10.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 10.5(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 9.0(2)
  • Cisco Unified Contact Center Express 10.5(1)
  • Cisco Unified Contact Center Express 9.0(2)

Known Affected Releases

10.0(1) 10.5(1) 8.5(1) 9.0(2)

Description (partial)

Symptom:
Remotely terminated answering machine calls are reported as customer abandoned in CCX  realtime and historical reports.

Conditions:
Answering machine treatment is set as 'transfer to ivr"  for a campaign
The call terminates (remote disconnect) before the abandon call wait time configured for the campaign.
This typically happens when the device / network drops the call after answering machine greeting starts playing but before the greeting termination tone is sent by the device.
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Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
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