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Cisco Bug: CSCup66422 - Calls abandoned on ICM script in AppGW node isn't marked as abandoned

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

8.0(3)

Description (partial)

Symptom:
Calls abandoned on ICM script in Application Gateway node isn't marked as abandoned

Conditions:
Noticed in ICM 8.0(3)

Issue arises when the call is abandoned between Request Instruction and Run External Script request when Application Gateway Node is used in between. 

The delay between the RunExtScript Nodes is caused by the use of several Application Gateway Nodes 

If that happens, RTR is not clearing the call from the system, that makes RTR send to next external Script; that fails and that makes ICM bring to X direction.  That goes to Terminate or END node,  and that in turn makes statistics wrong.

The problem is related to calls hanging up while the ICM Script is in an Application gateway Node.
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