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Cisco Bug: CSCvi01435 - UCCX:"Most skilled" RSC is not working when agents are in both voice & nonvoice csq

Last Modified

Aug 20, 2019

Products (3)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 11.6(1)
  • Cisco Unified Contact Center Express 11.6(1)

Known Affected Releases

11.6(1)

Description (partial)

Symptom:
UCCX is not offering the voice call to the highest skilled agent when using the selection criteria "most skilled"

Conditions:
When a resource (Agent/Supervisor) is part of the CSQ which had a mix of Voice and Non-Voice agents. And in such a case, when a Non Voice Agent in that CSQ handles and completes a chat session, he is put back to the end of the Voice ARL
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  • Status
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