Guest

Preview Tool

Cisco Bug: CSCvs18503 - Agent Reservation Timeout Documented 7 seconds (incorrectly)

Last Modified

Mar 04, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.0(1) 12.0(1)

Description (partial)

Symptom:
UCCE has changed the default value of AgentReservationTimeout from 7 seconds to 30 seconds after ICM version 7. 

However, the UCCE Database Schema Handbook still records default value of 7 seconds for ICM version 11 and 12.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/Reference/Guide/ucce_b_database-schema-handbook-for-cisco/ucce_b_database-schema-handbook-for-cisco_chapter_0100.html

eg:

Termination Call Detail: Call Disposition and CallDispositionFlag Fields

The Termination Call Detail Table (see Termination_Call_Detail) has two fields that provide details on why the call was considered handled, abandoned, and so forth.

The Call Disposition field gives the final disposition of call (or how the call terminated).

    1 = Abandoned in Network

    In Unified ICM, indicates the call was abandoned, or dropped, before being terminated at a target device (for instance, an ACD, IVR, Desklink, etc.).

    In Unified CCE, indicates that the call was routed to an agent but it never arrived or arrived after the PIM reservation timed-out. (The default timeout is 7 seconds.) An agent will be set to Not Ready if it misses two consecutive routed calls, Peripheral Call Type will normally be two, and the Call Type ID and Network Target ID will be filled in.

Conditions:
nil
Bug details contain sensitive information and therefore require a Cisco.com account to be viewed.

Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
  • Number of Related Support Cases
Bug information is viewable for customers and partners who have a service contract. Registered users can view up to 200 bugs per month without a service contract.