Call Control: Reflecting state of a call that is ringing at the far end after Unified CCE failover

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Call state of a call that is ringing at the far end is displayed as "Active"

Problem Summary If an agent makes a call to another device and CTI failover occurs while that call is ringing at the far end, the call is displayed as “active” on the desktop of the agent who initiated the call.
Error Message None.
Possible Cause Unified CCE returns the LocalConnectionState of the agent's device as CS_CONNECT, which Finesse interprets as a call with state ACTIVE.
Recommended Action Because there is no loss in functionality, the agent can continue to operate normally.
Release Release 8.5(3), Release 9.0(1), Release 9.1(1), Release 10.0(1), Release 10.5(1)
Associated CDETS #

None


 

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