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Cisco Bug: CSCus02561 - UCCX: Agent Consulted In Reserved Remains In Not Ready State After RNA

Last Modified

Feb 23, 2018

Products (3)

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

Known Affected Releases


Description (partial)

If a UCCX agent in the Reserved state for an ICD call allocated by UCCX is consulted (the target of a consult transfer) by another agent, the agent will go into Not Ready. 

If the call allocated by UCCX subsequently RNAs, the agent will remain in Not Ready even if the 'Agent State After Ring No Answer' setting is set to 'Ready'.

The agent is placed in Not Ready state because the Cancel feature is invoked on the consult call from the second agent. The Cancel feature is automatically invoked on the consult call because the phone initiating the consult call receives User Busy when attempting to consult the agent because the single call allowed by the Busy Trigger is taken up by the call being allocated from UCCX.

Related Community Discussions

UCCX - Issues, technotes and everything else | A Cisco BU initiative
Updated on 14th December, 2016 This is an active document aimed to capture the most active, known issues from the field. The intention is to make partners and customers aware of issues that the Cisco team is already aware of and working on, or about things that have already been fixed and how you can obtain the fix. The blog will also capture some of the latest technical architecture documentation that we publish and will help you avoid getting into potentially problematic situations. Note: This ...
Latest activity: Dec 11, 2016
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