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Cisco Bug: CSCvv33767 - Not able to add a member in a Agent Team via CCMP (Conapi issue can lead to this specific scenario)

Last Modified

Sep 05, 2020

Products (1)

  • Cisco Unified Contact Center Management Portal

Known Affected Releases

11.6(1) 12.5(1)

Description (partial)

Agent team provisioning is not working from CCMP. It is showing error Message: An agent must be a supervisor in order to supervise an agent team in Application server logs and no error in Provisioning logs.
Issue is happening if we add/remove -
-A non-supervisor agent with Supervisor value set to no and selecting member checkbox.
-Superviosor agent with Supervisor set to primary/ secondary
-While updating description
-Similar scenario from RMG and with provisioning API
It is working fine if we add or remove any agent from ICM.

If customers use both CCMP and ICM AW for config changes.

Issue is reproducible with below mentioned scenario
Steps -
1) Stop Data Import service
2) From ICM Agent explorer, select existing supervisor agent and make it as non-supervisor agent.
3) From CCMP application, add that agent in agent team as a member and secondary supervisor for that team
4) Save changes, wait till Agent team comes in ready state
5) Start data import service and allow changes to be reflected in Application
6) Check Agent list on application UI for affected agent team
7) It will show concerned agents just as a team member and supervisor value set to ‘None’. But upon checking from DB you will see ‘Supervisor’ column value as 0 in TB_DIM_AGENT_PKEY_MAP and as 1 in TB_DIM_AGENT_AGENT_TEAM_MEMBER_PKEY_MAP table for that agent. 
8) Add any new supervisor or non-supervisor record in same Agent team and it will show ‘An agent must be a supervisor in order to supervise an agent team’ error message on UI and in Application server logs. 
9) However if you update same agent team from ICM by adding/removing agent, it will get save successfully and changes will be updated in CCMP application
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