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Cisco Bug: CSCuq46764 - ENH: Provision to use CallConsultTransfer step for non-IAQ calls

Last Modified

Mar 07, 2018

Products (3)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 8.5(1)
  • Cisco Unified Contact Center Express 8.5(1)

Known Affected Releases

8.5(1)SU4

Description (partial)

Symptom:
Large values of Ringtime and zero talktime for calls in CCDR historical reports.

Conditions:
Consider an Agent on an IAQ call. Now, he/she receives a non-IAQ call via 'Call Consult Transfer' step. This call doesn't need to be answered; it can even be forwarded to VM or elsewhere or even disconnected.
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