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Cisco Bug: CSCvs02126 - ECE Administrator's Guide to Admin Console Is Incorrect for Personalized Activity Assignment Values

Last Modified

Jan 07, 2020

Products (1)

  • Cisco Enterprise Chat and Email

Known Affected Releases

11.6(1) 12.0(1) 12.5(1)

Description (partial)

When configuring Personalized Activity Assignment, customer may notice that emails are sent with the PreferredAgentID set even though the agent is not ready.  This can particularly affect agents who have logged in, handled a few emails, then have gone to Not Ready, and switched out of ECE and over to the call handling section of Finesse.

Emails which have PreferredAgentID, and for which the ICM script has the Queue to Agent node configured not to queue if agent is not logged in, will default route almost immediately.

ECE with Personalize Activity Assignment configured for "Logged In."
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