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Cisco Bug: CSCus62802 - UCCX: Agent Consulted In Reserved Does Not Remain in Reserved

Last Modified

May 12, 2017

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.

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.
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