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Cisco Bug: CSCuq49960 - UCCX: Better Handling of Conference Failure When Both Calls Survive

Last Modified

May 11, 2017

Products (7)

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

Known Affected Releases

10.5(1) 8.5(1)SU4 9.0(2)SU2

Description (partial)

Symptom:
Unified Contact Center Express agent states do not accurately reflect the call status and agent related reporting does not accurately reflect agent talk time or queue time.

Conditions:
This issue occurs when an agent attempts to conference the customer call with another agent, the conference fails and both the original call and the consult call from the first agent to the second agent continue to appear on the agent phone. 

If the conference allocation fails and the calls are disconnected, the above issues do not occur. If the conference fails and a single call appearance remains on the phone, the above issues do not occur. 

This issue only occurs in a rare circumstance (only found to be due to PID mismatch between CUCM nodes for a hardware conference bridge) when both calls remain connected after conference resource allocation failure.
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Bug Details Include

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