Desktop: Desktop shows two-party call when agent signs in while on a conference

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Desktop: Desktop shows two-party call when agent signs in while on a conference 

Problem Summary

Agent A is not signed in (unmonitored line) and completes a conference with a caller (unmonitored line) and Agent B (monitored line). Agent A signs in during the conference. The agent desktop shows a two-party call with Agent B instead of a conference.

If Agent B hangs up first, the call on Agent A's desktop disappears although Agent A and the caller are still on the call. Agent A will still be in TALKING state.

Error Message None
Possible Cause This issue occurs when an agent on an unmonitored device completes the conference.
Recommended Action None. Although the agent cannot update the call to a conference, this issue does not affect the quality of the conference.
Release Release 9.0(1), Release 9.1(1), Release 10.0(1), Release 10.5(1)
Associated CDETS # CSCtz42176


 

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