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Cisco Bug: CSCup55756 - CallHeldEvent Not Received

Last Modified

Mar 07, 2018

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.5(1) 11.0(1)

Description (partial)

CallHeldEvent Not Received with CCE 10.5
Agent receives a consult call, puts the call on Hold but is not able to Retrieve the held call.  Error is thrown when attempting to retrieve the held call

The scenario is:
1. UCCE Agent  A is not logged in. A gets a direct call from an unmonitored device
2. Agent A answers call on the phone.
3. Agent A initiates a consult call to another UCCE agent B who is not logged in. Agent B answers the call from phone.
4. Login Agent A and make sure he has two calls with original call on hold.
5. Login agent B and make sure he is on consult call.
6. Agent B does a hold and retrieve on the consult call.  At this step when attempt to retrieve the hold call, error throws
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Bug Details Include

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