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Cisco Bug: CSCvs39240 - Finesse stuck in Talking state when caller hangs up while agent doing a consult transfer,CTI Error13

Last Modified

Oct 05, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.6(1)

Description (partial)

Symptom:
Finesse user remain in Talking state and unable to change state when caller hangs up while agent doing a consult transfer, when click on end call button, gets the CTI Error13.

Conditions:
Called queue > Agent1 receives the call > Did consult to Agent2 > Agent2 answers the call, both Agent1 & Agent2 are talking and are in Talking state, Agent1 clicks on Transfer to bridge Agent2 and Caller however at the same time caller disconnected the call. Now Agent1 state changes to wrap-up and Agent2 state remain in Talking, unable to change state on Agent2, when tried to click on end call on Finesse Agent2, gets the CTI Error13. This can happen on either of the Agents. Only way to reset the agent state is to reset the Jabber device. We also tested it without wrap-up and issue still happens.
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