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Cisco Bug: CSCvt63305 - disabling END call button causes Mobile agents to fail to end Consult transfer calls

Last Modified

Jun 16, 2020

Products (1)

  • Cisco Finesse

Known Affected Releases

12.0(1) 12.5(1)

Description (partial)

Symptom:
For Mobile Agent Call by Call in Finesse 12.0 the End Call Button was disabled as a result of this bug:  CSCvg62695. This means that the agent cannot put the customer on hold - Call A, call someone else - Call B, and then End Call B via Finesse as the End Call Button is greyed out.

the request is enable the END call feature on Consult transfer calls if it does not cause the glare condition

Conditions:
Caller A calls Mobile Agent A, Mobile agent puts Caller A on hold and Calls AgentB. Agent A transfers Caller A to Agent B but cannot end the call since the END button is disabled.
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