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Cisco Bug: CSCvu26891 - If agent gets a call on non-acd line in multiline config, non voice MRD's stay in Ready

Last Modified

May 15, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases


Description (partial)

Agents phone is configured with 2 lines (ACD and non-ACD)
While agent receives/dials call from ACD line, ECE does not route any chats to an agent. (This is normal/standard behaviour)
But when agent is on a call (receives/dials) on non-ACD line, Finesse marks ACD line as Non ready, ECE still continues to route the chat to an agent (this is not normal/standard).
Multi-line support is enabled on PG already.

In other words, agent is getting chats while on Non ACD calls on non ACD line

Multi line PG monitoring ACD and non ACD line with ECE integration
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