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Cisco Bug: CSCvi81684 - Calls Queued to Scheduled Target not routed to available target when schedule is changed.

Last Modified

May 07, 2018

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.6(1)

Description (partial)

Symptom:
If calls are queing to a scheduled target,  when the Max Calls is altered and the Max Calls is greater than +1 , only one call is delivered unless subsequent saves are made. Also in the Router process the incrementing / decrementing of the calls against the Target doesn't look correct.  
The customer will want to change the Schedule Targets MaxCalls value when calls are queuing to either increase or decrease the number of calls that can be sent to the Target. 

For Example; 
1. Start of calls Schedule Targets Max Calls value = 0  (expr from Router shows CallsInProgress =0, MaxCallsInProgress = 0 ) 
2. Send 3 calls into script, all calls queue to schedule target
3. Set Max Calls for Scheduled Target = 3 
4. Only 1 call is delivered out the queue. (expr from Router shows CallsInProgress =1, MaxCallsInProgress = 3 ) 
5. Edit Max calls again, set to same value (3) and save
6. Next call is delivered from the queue (expr from Router shows CallsInProgress =2, MaxCallsInProgress = 3 ) 
7. Edit Max calls again, set to same value (3) and save
8, Next call is delivered from the queue (expr from Router shows CallsInProgress =3, MaxCallsInProgress = 3 ) 
9, End all calls, Router does not show correct decrements as calls clear. 

The correct behaviour should be when Max Calls is set to 3, all calls should be delivered from the queue.  

For calls that arrive where the Max Value has been set prior to any calls in progress, the behaviour is ok. 
For Example:
1. Start of calls Schedule Targets Max Calls value = 3 (expr from Router shows CallsInProgress =0, MaxCallsInProgress = 3 ) 
2. Send 3 calls into script, all calls delivered to schedule target  (expr from Router shows CallsInProgress =3, MaxCallsInProgress = 3 ) 
3. End 1 call,  (expr from Router shows CallsInProgress =2, MaxCallsInProgress = 3 ) 
4. Make new call, this call is delivered to schedule target. (expr from Router shows CallsInProgress =3, MaxCallsInProgress = 3 )

Conditions:
ICM 11.6.1 with NIC routing and scheduled target node
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