Guest

Preview Tool

Cisco Bug: CSCvi74117 - For Email activities when New Task Failure arrives, EAAS re-send activities to ICM

Last Modified

May 22, 2018

Products (1)

  • Cisco Enterprise Chat and Email

Known Affected Releases

12.0(1)

Description (partial)

Symptom:
Doc defect: Specify "For Email activities, When Terminate Dialog Response or New Task Failure arrives, EAAS re-send activities for routing based on max retry count and then activity routed to exception queue" in troubleshoot guide.

In the troubleshot guide, we have mentioned that "When email activities are sent to Unified CCE by EAAS for routing, Unified EIM expects a DO_THIS_WITH_TASK message with an available agent's ID for successfully routing the email activity to an agent. When Unified CCE does not send a DO_THIS_WITH_TASK message but sends a NEW_TASK_Failure message, emails are not routed to agents. Such emails get routed to the exception queue." But according to new implementation EAAS re-send activities for routing based on max retry count and If EAAS still get a NEW_TASK_Failure message then activity routed to exception queue.

Conditions:
ECE and Solution plus 15.x
Bug details contain sensitive information and therefore require a Cisco.com account to be viewed.

Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
  • Number of Related Support Cases
Bug information is viewable for customers and partners who have a service contract. Registered users can view up to 200 bugs per month without a service contract.