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Cisco Bug: CSCur66039 - CCE: Finesse displays incorrect state, out of order events

Last Modified

Oct 24, 2017

Products (1)

  • Cisco Finesse

Known Affected Releases

10.0(1) 10.5(1)ES1 9.1(1)SU1

Description (partial)

Symptom:
Finesse shows that agent is in Reserved (Outbound) state instead of Talking state when the agent is talking on the outbound customer call.

Conditions:
This happens in CCE deployments with outbound dialer calls when the CallEstablishedEvent for the outbound call arrives before the CallDataUpdateEvent that sets the callType of the outbound customer call. Typically the CallEstablishedEvent arrives after the CallDataUpdateEvent but the order cannot always be guaranteed by CTI Server.

Related Community Discussions

Cisco Outbound Dialer 10.0 - Agent stuck in reserved but does not receive call
I have a Cisco Outbound Dialer 10.0(1) system with Finesse 10.5, when the import file goes through, I get the outbound call to the customer just fine, the agent gets reserved but then the agent never receives the call and eventually the customer is routed to the abandon scenario. The Agent gets stuck for a minute or so in Reserved and then eventually returns to Ready state.    After reviewing the CTI logs, I find this  18:14:38:730 cg1A-ctisvr Trace: SET_DEVICE_ATTRIBUTES_REQ: InvokeID=0x2c0000aa ...
Latest activity: Jan 04, 2015
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