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Cisco Bug: CSCvi26355 - UCCX: Conference call disappear from the Live Data in 2 or 3 minutes

Last Modified

Feb 05, 2019

Products (5)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 11.6(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 10.6(1)
  • Cisco Unified Contact Center Express 10.6(1)
  • Cisco Unified Contact Center Express 11.6(1)

Known Affected Releases

10.6(1) 11.6(1)

Description (partial)

Symptom:
Did some  testing on the issue where call would disappear from the Live data report, ?Voice CSQ Summary Report? in CUIC. You'd need to conference the caller into the consult call while you're waiting for an agent to become available in second queue to be able to reproduce the issue. Just to mention, this was a consult transfer from the Finesse agent who answered the call from first queue.


Here're the steps I took:
1.	Caller dialed the trigger for Queue 1 and got connected to an agent (say agent from that queue.
2.	Agent1 would initiate a consult transfer to second trigger. At this time the caller is hearing hold music.
3.	Once the call is in the queue for second trigger, agent 1 would press the conference button from Finesse. Now the caller and the agent1 are both connected onto the consult call, waiting for an agent to become available in queue 2.
4.	Call shows up in Live data report for Q2 in CUIC, but disappears after 2-3 minutes.

Conditions:
Consult transfer done and call conference done while waiting for an agent to answer the call.
Call disappears from waiting calls list after 2mins
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Bug Details Include

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