Call transfer fails if the agent transfers the call from one IVR to a different IVR.
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 -
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.
|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
|Recommended Action||There is a known defect related to this issue - CSCtf69594.|
|Associated CDETS #||CSCtf69594.|