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Cisco Bug: CSCvu84814 - Abilene - RONA not working on an outdial transferred call

Last Modified

Aug 12, 2020

Products (1)

  • Cisco Webex Contact Center

Known Affected Releases


Description (partial)

specific scenario of this defect:

 1. Agent 1 initiates an outdial call 
 2. Call connects between Agent and the customer
 3. Agent 1 does a transfer to Q 
 4. Customer is queued for the next agent at Q
 5. Agent 2 is picked by TAM / JACG and his phone starts ringing
 6. Agent 2 does not answer the call and RONA should happen. However it goes to wrap up and the call disconnects.
 Ideally, Agent is supposed to have an error with "Not Responding" for RONA and put to idle state as per our design. Instead, after this step, the agent is going to Wrap State and moved to Available. 

Sometimes Agent 2 gets Outdial failed error but still goes to Available but most of the times he goes to WrapUp.

RONA for agent 2 goes to WrapUp instead of Not Responding for the call which Agent received which was a transferred outdial call by Agent 1
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