Call transfer fails if the agent transfers the call from one IVR to a different IVR
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Latest revision as of 06:57, 9 September 2011
Call transfer fails if the agent transfers the call from one IVR to a different IVR
Problem Summary | Call transfer fails if the agent transfers the call from one IVR to a different IVR under following scenarios -
Case 1: Call hits IVR A Transferred to the operator operator sends call back to the route point Call hits IVR B, and fails
Call come directly to the operator Transferred to IVR - Hits EITHER IVR A or IVR B, and call fails.
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Error Message | ICM calls are failing. |
Possible Cause | IVR cannot get the terminal connection for the final call after the transfer is completed, particularly for a CiscoCallChangedEvent.
To confirm this issue, look for the following exceptions in the MIVR logs - IVR-A_Cisco001MIVR164.log 372 1002034: Mar 12 15:27:11.380 CET %MIVR-SS_TEL-7-UNK:CallID:761 MediaId:915194/6 Task:43000002946, got CiscoCallChangedEvent, Surviving call : (P1-IVRA_Jtapi_1) GCID=(6,915191)->IDLE, original call: (P1-IVRA_Jtapi_1) GCID=(6,915194)->ACTIVE
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Recommended Action | There is a known defect related to this issue - CSCtf69594. |
Release | 7.0 . |
Associated CDETS # | CSCtf69594. |