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Cisco Bug: CSCvu77276 - ENH Decline Hunt Group calls in Jabber softphone mode

Last Modified

Sep 01, 2020

Products (1)

  • Cisco Jabber for Windows

Known Affected Releases


Description (partial)

Users that belong to a Hunt Group are unable to Decline calls when using Jabber 12.7 or later

Analyzed both calls and confirmed there was a change in Jabber code. Therefore, we are able to see Jabber behaves differently when Declining a Hunt group call in 12.0.1 than with 12.7.

++ Jabber 12.0.1 (working/expected behavior):

# We see the event when the agent hits "Decline" button:

2020-04-29 11:23:33,376 INFO  [0x000047bc] [gin\IncomingCallToastController.cpp(154)] [TelephonyPlugin] [IncomingCallToastController::OnButtonClicked] - [Jabber].[UI_ACTION].[LEFTCLICK].[Button1].[Decline call button pressed]
2020-04-29 11:23:33,376 DEBUG [0x000047bc] [gin\IncomingCallToastController.cpp(247)] [TelephonyPlugin] [IncomingCallToastController::DisableCallToastButtons] - Disabling the call toast buttons

# END Call (ON HOOK) feature is called:

2020-04-29 11:23:33,403 INFO  [0x0000768c] [c\softphonewrapper\CC_SIPCCCall.cpp(478)] [csf.ecc.api] [csf::ecc::CC_SIPCCCall::endCall] - endCall()
2020-04-29 11:23:33,404 INFO  [0x0000768c] [pp\sipcc\core\api\cc_call_feature.c(202)] [csf.sip-call-control] [cc_invokeFeature] - cc_call_features.c cc_invokeFeature id: ONHOOK

# Jabber sends 486 Busy here to CUCM:

2020-04-29 11:23:33,418 DEBUG [0x0000625c] [p\sipcc\core\sipstack\ccsip_debug.c(326)] [csf.sip-call-control] [platform_print_sip_msg] - sipio-sent---> SIP/2.0 486 Busy here
Via: SIP/2.0/TCP;branch=z9hG4bKf1a471fe089e3

# The call is transferred to the next member in the Hunt group correctly.

++ Jabber 12.7.0 (non-working/unexpected behavior):

# Call is Declined:

2020-04-29 16:28:03,546 INFO  [0x00000548] [plugin\jabbernotificationwindow.cpp(103)] [JabberCoreUiPlugin] [JabberNotificationWindow::OnActionButtonPressed] - [Jabber]-[UI_ACTION]-[COMMAND]-[30667]-[Notification window button [30667] pressed]
2020-04-29 16:28:03,552 DEBUG [0x00000548] [gin\incomingcalltoastcontroller.cpp(151)] [TelephonyPlugin] [IncomingCallToastController::OnButtonClicked] - Decline call button pressed
2020-04-29 16:28:03,552 DEBUG [0x00000548] [gin\incomingcalltoastcontroller.cpp(253)] [TelephonyPlugin] [IncomingCallToastController::DisableCallToastButtons] - Disabling the call toast buttons

# iDivert feature is called:

2020-04-29 16:28:03,559 INFO  [0x00000364] [c\softphonewrapper\CC_SIPCCCall.cpp(981)] [csf.ecc.api] [csf::ecc::CC_SIPCCCall::immediateDivert] - immediateDivert()
2020-04-29 16:28:03,559 INFO  [0x00000364] [pp\sipcc\core\api\cc_call_feature.c(203)] [csf.sip-call-control] [cc_invokeFeature] - cc_call_features.c cc_invokeFeature id: IDIVERT

# Jabber sends 487 Request Cancelled:

[SIP][MSG]                                                                                                           [SOCK][.]---> SIP/2.0 487 Request Cancelled
Via: SIP/2.0/TCP;branch=z9hG4bKd9277a3585bc1e

# The call continues to ring, Accept and Decline buttons go grayed out and the call is not transferred to the next agent in the Hunt Group.

Jabber 12.7 or later
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