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Cisco Bug: CSCvv40842 - [R10]-Call history shows "Unkown" for the consult conference calls in the Agent desktop

Last Modified

Oct 14, 2020

Products (1)

  • Cisco Webex Contact Center

Known Affected Releases

unspecified

Description (partial)

Symptom:
When Agent1 consults a call to queue, the Agent2, who picks up the consult, will receive two records of the call in Agent Desktop. One record will be with ANI of the customer and the second record with ANI = N/A or Unknown

Conditions:
Agent1 receives an inbound call. Agent1 consults the call to queue. Agent2 picks up the consult. Agent1 transfers the call, at this point the customer speaks with Agent2. Agent2 finishes the call (or customer finishes the call). Agent2 will receive 2 records of the call on the Agent Desktop. See picture1
Call session ID of the original Inbound call: bd6c33a93c1642d9b716e9552f4e1b35
Call session ID of the consult leg: 9843c980-dcc0-4980-b4e2-62e5c9dcc981
 
Agent1 place an outbound call. Agent1 consult to call to queue. Agent2 picks up the consult. Agent1 transfers the call, at this point the customer speaks with Agent2. Agent2 finishes the call (or customer finishes the call). Agent2 receives 2 records of the call on the Agent Desktop. See picture1
Call session ID of the original Inbound call: 7B11115B01F445EC8AB5BF7724B500BC
Call session ID of the consult leg: d2bb168d-c928-4289-92de-e17306f55abb
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