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Cisco Bug: CSCur50351 - UCCX: ResourceUnAvailableInterruption processed with agent Reserved

Last Modified

Jun 27, 2019

Products (7)

  • Cisco Unified Contact Center Express
  • Cisco Unified Contact Center Express 11.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 11.0(1)
  • Cisco Unified Contact Center Express 10.6(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 10.5(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 10.6(1)
  • Cisco Unified Contact Center Express 10.5(1)

Known Affected Releases

10.0(1) 10.5(1) 10.6(1)

Description (partial)

Symptom:
A Unified Contact Center Express (UCCX) agent is stuck in Reserved for multiple minutes. A call that UCCX attempted to allocate to this agent is stuck in queue and is not allocated to any subsequently available resources.

Conditions:
This occurs when the UCCX Service Parameter 'Agent State After Ring No Answer' is set to Ready and the agent, immediately (sub 1 second) after the consult call from UCCX has cleared from the agent phone due to Ring No Answer, goes off hook. The agent must then go back on hook before UCCX attempts to re-allocate the call to this agent.
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Bug Details Include

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  • Status
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