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

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 Case 2: Call come directly to the operator Transferred to IVR - Hits EITHER IVR A or IVR B, and call fails.
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 1002047: Mar 12 15:27:11.380 CET %MIVR-SS_TEL-3-NO_TERMINAL_CONNECTION:Unable to get TerminalConnection object: All Call ids=CallID:761 MediaId:915191/6 Task:43000002946,List of Active Connections=,The type of call event=CALL_CHANGED
Recommended Action	There is a known defect related to this issue - CSCtf69594.
Release	7.0 .
Associated CDETS #	CSCtf69594.

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