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Cisco Bug: CSCvv16078 - UCCX Transferring manual OB call to trigger leads to call stuck in queue

Last Modified

Aug 24, 2020

Products (3)

  • Cisco Unified Contact Center Express
  • Cisco Unified Contact Center Express 12.5(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 12.5(1)

Known Affected Releases

12.5(1)

Description (partial)

Symptom:
Scenario: Agent1 makes OB call directly to customer. Once connected trasnfers the call to trigger where call gets stuck at select resource step.

1. If an agent is already available in CSQ while agent1 trasfers call to trigger then there is no issue with agent allocation.
2. If an agent is not available in CSQ while agent1 transfers call to trigger then call gets stuck in queue. This happens if call stays in queue for more than a min or two and no agent is available. In this scenario UCCX is clearing the contact hence call gets stuck from customer perspective.

This call is not visible in Live data reports and Historical reports show the call spend a short time in queue.

Conditions:
-Agent making outbound call and transferring the call to a queue when no agents are available.
-UCCX 12.5.1
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Bug Details Include

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