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Cisco Bug: CSCvj09046 - New call incorrectly reported in Default SG if agent is Reskilled during call routing operation

Last Modified

Jun 01, 2018

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.0(1) 11.0(2) 11.0(3) 11.5(1) 11.5(2) 11.6(1)

Description (partial)

Symptom:
Termination Call Detail reports default skill group instead of routed skill group for a call. The agent in question has been reskilled at the time of the delivered call.

Conditions:
1. Supervisor performs re-skill operation and removes a skill group from the agent.
2. Router processes the update and sends the configuration to OPC.
3. Before OPC could update configuration and send acknowledgement back to Router, a call arrives in Router for the SG.
4. Router sends the call to agent using the skill group as OPC has not yet logged the agent out of the skill group.
5. By the time OPC receives the call, it has updated configuration of agent and he is not part of skill group.
6. OPC pegs the call against default skill group.
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