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Cisco Bug: CSCvi92639 - Finesse is getting invalid notification after the call transfer

Last Modified

Jun 08, 2018

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

11.5(1)SU1

Description (partial)

Symptom:
Agent sees transferred call in the call control gadget due to duplicate Publish event of the Dialog event.

Conditions:
1.	Customer called Agent1 (keep Agent 2 in Not Ready State)
2.	Agent1 put the customer on Hold (from Finesse Desktop ) and dial the routepoint from his phone (not Finesse Desktop)
3.	Since no one is available in Queue prompt will be played
4.	Now Agent1 Retrieved the Customer leg and pressed Transfer button (both action from Finesse desktop).
5.	After this Agent 1 went Wrap up .
6.	Now make Agent 1 Not Ready and Agent 2 Ready
7.	We will see that Agent 2 is getting correct Reservation state and Call control gadget but Agent 1 will also see call control gadget due to duplicate Publish event of the Dialog event.
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