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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

12.0(1)

Description (partial)

Symptom:
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

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