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Cisco Bug: CSCup35889 - Parent ACMI PIM failover dropping ICM call in OPC

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

8.5(4) 9.0(1) 9.0(2) 9.0(3) 9.0(4)

Description (partial)

Symptom:
Parent ACMI PIM failover dropping ICM call in OPC

Conditions:
This occurs when the ACMI PG OPC registry TerminateCallsOnPIMRestarts is set to 1. When it is set to 1, OPC will respond to PIM restarts by terminating existing calls in PG.

Parent/Child deployment. It has been observed that Parent ACMI PGs terminated an existing call immediately after ACMI PIM failover on the parent. Calls still runs in child. 

Parent ACMI PG reconstructed the terminated call from the information provided by Child IPCC through the cti link after the autoconfig feature being invoked. however, the reconstructed call appeared to be a NEW CALL in parent ICM, and this reconstructed call lost all the Route, Service and RouterCallKey information, it appeared as if it were a non-ICM call in Parent ICM. This was expected, because the terminated call in ACMI PG can no longer obtain these info from Router since Parent ICM Router does not resend call events to ACMI PG for the same call.
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