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Cisco Bug: CSCvh89076 - DNP in PCCE

Last Modified

Jun 04, 2019

Products (1)

  • Cisco Packaged Contact Center Enterprise

Known Affected Releases

10.0(1) 10.0(2) 10.5(1) 10.5(3) 11.0(1) 11.0(2) 11.0(3) 11.5(1) 11.6(1) 9.0(1) 9.0(2) 9.0(3) 9.0(4)

Description (partial)

PCCE all versions.

There should be a way to restrict such transfers on EA PIM in similar way as it can be done by using DNP in UCCE.

Department 1, Agent1, DN 60001
Department 2, Agent2, DN 70001
ICM DN to Department 2 is 71111 configured as routing client RC.CUCM. ICM script -> Queue to Skill Group

1. Call arrives to Agent1. 
2. Agent1 uses Finesse to make a blind transfer to 71111.
3. Call hits ICM DN 71111.RC.CUCM and goes to Script -> Queue to Skill Group
4. Transfer arrives to the Agent2 70001

This is the only scenario where we cannot use CUCM CSS/partitions as transfer request caught by EA PIM and never reaches CUCM. Hence CTI RP is not in the picture here.

Making blind transfers by using Finesse desktop only in PCCE
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