Guest

Preview Tool

Cisco Bug: CSCvt22220 - Finesse desktop doesnt recognize call is ended after transfer

Last Modified

Jul 20, 2020

Products (1)

  • Cisco Finesse

Known Affected Releases

11.6(1)ES2

Description (partial)

Symptom:
Call coming to queue-> answered by the agent -> transferred via phone to any other agent or queue -> answered by agent -> transferred to another queue or agent. Then call dialog on any agent might show call being continued rather than ended.

Conditions:
In Finesse we have wrap-up adapter class which maintains the Agent State and Call Variable grid after the call .Wrap adapter monitors all CTI events and based on the CTI events corresponding  XMPP events are published to the Agent desktop.

Here is the sequence of flow:

Working
After the call transfer by Agent1 :

  1.  CallConnectionClearedEvent on secondary call id + Agent1
  2.  AgentState Event for Transferring Agent1  (Triggers wrapup adapter for first agent)
  3.  CallConnectionClearedEvent on primary call id + Agent1


Non-Working
After the call transfer by Agent1 :

  1.  CallConnectionClearedEvent on secondary call id + Agent1
  2.  CallConnectionClearedEvent on primary call id + Agent1
  3.  AgentState Event for Transferring Agent1  (wrapup adapter doesn’t get triggered)


In non-working scenario because of CallConnectionClearedEvent on primarycall-id Agent1 gets removed from the wrap-up map  and wrap-up adapter doesn’t get triggered for him.
Agent1 goes into a WRAP_UP_ADAPTER_AGENT_NOT_READY_TO_PROCESS state and stays there but there will be no impact on his screen because he received all the events (though in different order).
Now the call is with Agent 2 and when the call starts clearing from Agent 2 wrap-up adapters triggers again but there is Agent1 stuck in WRAP_UP_ADAPTER_AGENT_NOT_READY_TO_PROCESS which breaks the sequence and we never publish XMPP event to clear the Call Variable grid from the Agent 2 desktop.
The null pointer is also due to the broken sequence.
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.