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Cisco Bug: CSCvv31510 - Jabber Shared line shows "on a call" state even though the user is NOT ON CALL.

Last Modified

Sep 28, 2020

Products (1)

  • Cisco Jabber for Windows

Known Affected Releases

12.9(1)

Description (partial)

Symptom:
When a call to a shared line (same DN) is answered by one of the users, all the jabber endpoints having the same shared line will show the presence state as "on a call".
Now, other users will see these jabber endpoints (who is not on call) as "on a call" state even though they are not on call.


BELOW EXAMPLE EXPLAINS THIS IN DETAIL:-

Below are DN details for the respective endpoints.

Agent_1 (JABBER)
=======
DN-1 : 6123 (Shared Line)


Agent_2 (JABBER)
=======
DN-1 : 4099
DN-2 : 6123 (Shared Line)


Caller (CIPC)
======
DN-1 : 4099
 

Scenario:
=========
CIPC calls 6123 (Agent_1 & Agent_2 -SharedLine)
Agent_1 & Agent_2 -- RING
Agent_1 ANSWERS the call.
Agent_1 shows "on a call" (presence status)
Agent_2 also shows "on a call" (presence status)

During this state, if another jabber user >> Agent_3 was thinking to make a call to Agent_2.
Agent_3 will check the status of Agent_2 and he/she will assume that the Agent_2 is "on a call" and ignore making a call. Here the Agent_2 is actually NOT on CALL.

This will mislead the users due to incorrect presence status.

Conditions:
In IM&P Centralized deployment.
Jabber endpoints having a shared line (same DN number).
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