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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)

Symptom:
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.

Scenario:
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

CallFlow: 
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.

Conditions:
Making blind transfers by using Finesse desktop only in PCCE
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