Desktop: Issues with transfer and conference via route point when CVP is used for queuing

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! '''Problem Summary'''  
! '''Problem Summary'''  
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| If CVP is used for queuing, you may experience issues with certain conference and transfer scenarios. For instance, when a call is conferenced or transferred, the agent receiving the call sees two call appearances on the desktop instead of one. Call control actions work only for the call that has the CVP port as a participant and cause errors to be displayed on the desktop for the call that shows the other agent as a participant.  
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| If CVP is used for queuing, you may experience issues with certain conference and transfer scenarios. Any call control action taken by the caller that places the call on hold (such as consult, transfer, or conference) causes two call appearances on the agent desktop instead of one. Call control actions work only for the call that has the CVP port as a participant and cause errors to appear on the desktop for the call that shows the other agent as a participant.
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! '''Error Message'''  
! '''Error Message'''  
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! '''Possible Cause'''  
! '''Possible Cause'''  
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| 1) Consult call was placed to a route pattern instead of to the route point. Finesse does not support placing a consult call to route pattern because doing so would result in the call context being lost. <br>
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2) After initiating a consult call, agent retrieved the original call so that the consult call was put on hold and the retrieved the consult call and completed the conference. Switching between the original call and consult call results in the association of consult call to the original call to be lost.  
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#The consult call was placed to a route pattern instead of to the route point. Finesse does not support placing a consult call to route pattern because doing so&nbsp;results in the call context being lost.  
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#The caller performs a call control action that involves holding the call. These call control actions include (but are not limited to) holds, transfers, and conferences. The two call rows do not necessarily appear as soon as the first call control action that involves a hold is performed.
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! '''Recommended Action'''  
! '''Recommended Action'''  
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! '''Release'''  
! '''Release'''  
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| Release 9.0(1)
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| Release 9.0(1), Release 9.1(1), Release 10.0(1), Release 10.5(1), Release 10.6(1)
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! '''Associated CDETS #'''  
! '''Associated CDETS #'''  
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[[Category:Cisco_Finesse,_Release_9.0]]
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&nbsp; [[Category:Cisco_Finesse,_Release_9.0]] [[Category:Cisco_Finesse,_Release_9.1]] [[Category:Cisco Finesse, Release 10.5]] [[Category:Cisco_Finesse,_Release_10.6]]

Latest revision as of 15:40, 16 December 2014

Issues with transfer and conference via route point when CVP is used for queuing

Problem Summary If CVP is used for queuing, you may experience issues with certain conference and transfer scenarios. Any call control action taken by the caller that places the call on hold (such as consult, transfer, or conference) causes two call appearances on the agent desktop instead of one. Call control actions work only for the call that has the CVP port as a participant and cause errors to appear on the desktop for the call that shows the other agent as a participant.
Error Message None
Possible Cause
  1. The consult call was placed to a route pattern instead of to the route point. Finesse does not support placing a consult call to route pattern because doing so results in the call context being lost.
  2. The caller performs a call control action that involves holding the call. These call control actions include (but are not limited to) holds, transfers, and conferences. The two call rows do not necessarily appear as soon as the first call control action that involves a hold is performed.
Recommended Action Place consult calls to a route point instead of to a route pattern. Ensure that CVP has been configured correctly to support warm transfer and conference as described in the section "Using the Warm Transfer feature with SIP calls" in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal  and the section "Network Transfer" in the Cisco Unified Customer Voice Portal Solution Reference Network Design.
Release Release 9.0(1), Release 9.1(1), Release 10.0(1), Release 10.5(1), Release 10.6(1)
Associated CDETS # None

 

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