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Cisco Bug: CSCut63863 - Direct Preview Outbound Agents stuck in reserve state intermittently

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.5(1) 11.0(1) 9.0(4) 9.0(4)ES

Description (partial)

Symptom:
If the Call Established event (for the previous call) was processed after the SetDeviceAttributes request (for current call) was sent, but before the SetDeviceAttributes response was received, the Dialer logic clears out the current call. This will leave the agent stuck in RESERVED state.

Conditions:
UCCE 9.0(4) with direct preview dialer.
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  • Status
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