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Cisco Bug: CSCvu08920 - Make call button is not visible in Agent call history tab in Finesse 12.0 with 11.6 stock reports

Last Modified

May 11, 2020

Products (1)

  • Cisco Unified Intelligence Center

Known Affected Releases

12.0(1)

Description (partial)

Symptom:
Make Call’ button gets activated based on a Threshold on ‘Actions’ field which essentially gets enabled based on a ‘Condition’ and associated ‘textsubstitute’ in Threshold definition.

Condition and TextSubstitute are gets created for this report by importing stock LD reports.

In 12.0 Threshold activation is done based upon a specific tag ($$ACTIONS$$) in testsubstitute whereas in 11.6 it is based upon a HTML icon tag.

In 12.0 if there are 11.6 stock LD reports, then ‘Make Call’ icon won’t get activated because the ‘HTML icon tag’ under textsubstitute won’t recognized by 12.0 UI and it just expects $$ACTIONS$$ tag.

11.6 stock reports is not backward compatible on CUIC 12.0

You can check the textsubstitute in 12.0 using below SQL query:

run sql select id, textsubstitute, condition from cuic_data:CuicThreshold where gridfieldid in (select id from cuic_data:cuicgridfield where ParentViewId in (select id from cuic_data:cuicgrid where name = 'Recent Call History’))

Conditions:
CUIC 12.0 with 11.6 LD stock reports
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