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Cisco Bug: CSCvi25660 - Finesse desktop w/ Jabber multiline incorrectly shows non-ACD call after merged call cleared for Ag2

Last Modified

Jan 16, 2019

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.6(1)

Description (partial)

See corresponding Eng-notes.

Symptom:
Finesse desktop w/ Jabber multi-line incorrectly shows non-ACD call after merged call cleared for second Agent.

Conditions:
Sample caveat scenario:

Ph1: 5522008 (Desk Phone)
Agent1: 5512907 (in jabber multi line, secondary line is selected)
                1000 (NON ACD Line)
Agent2: 5512908 (in jabber multi line, secondary line is selected)
 
1. Ph1 calls primary ACD line of agent1
2. Agent1 answers
3. Agent1's Jabber calls Agent2's primary ACD line from ?search or call? bar
4. Agent2 answers
5. Agent1 merges both the call (call from Ph1 & call to agent2's primary ACD line)
6. Now, from agent1's finesse desktop hold the call. This itself is not working, which is expected due to finesse limitation that it blocks NON ACD events
7. But the call is merged & Ph1, Agent1, Agent2 are on call (seen in Jabber)
8. Now, Agent2 disconnects the call (Call gets cleared from both Jabber & Agent2's desktop)
9. So, there is a P2P call between Ph1 & Agent1's NON ACD line as per Jabber. It shows. But the call control is shown on finesse desktop incorrectly.
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