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Cisco Bug: CSCvj02828 - Not Ready-Non ACD Off-hook to Reserved to Custom Not Ready after ACD Call Transfer to IPCC Extension

Last Modified

May 16, 2018

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

11.6(1)

Description (partial)

Symptom:
1. Set "Change Agent State to Not Ready when Agent Busy on Non ACD Line" to "enable" in UCCX system parameters.
2. Log in two agents that are in the same CSQ.
3. Make a call to agent1 nonIPCC extension. They will go Not Ready - Non ACD Off-hook
4. Make an ACD call to the CSQ. Agent1 will not get the call because they are Not Ready - Non ACD Off-hook. Agent2 will not get the call because they are not ready.
5. Make agent2 go Ready. They will go reserved for the call. Accept the call.
6. Have agent2 make a blind transfer or consult transfer to agent1.
7. agent1 will go Reserved which is expected.
8. After the call Ring No Answers, the last Not Ready state is set instead of going back to the Not Ready - Non ACD Off-hook state. This step is where the defective behavior occurs

Conditions:
UCCX 11.6
System > System Parameters >  Change Agent State to Not Ready when Agent Busy on Non ACD Line: Enable
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