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

Dosproul: 1 revision

2013-01-10T20:33:17Z

1 revision

← Older revision

Revision as of 20:33, 10 January 2013

Lobruce at 21:22, 4 December 2012

2012-12-04T21:22:49Z

← Older revision		Revision as of 21:22, 4 December 2012
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	! '''Problem Summary'''		! '''Problem Summary'''
-	\| 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.	+	\| 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'''
-	\| ~~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>~~	+	\|
-	~~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~~.	+	#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.
		+	#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'''
-	\| Release 9.0(1)	+	\| Release 9.0(1), Release 9.1(1)
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	! '''Associated CDETS #'''		! '''Associated CDETS #'''
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-	[[Category:Cisco_Finesse,_Release_9.0]]	+	[[Category:Cisco_Finesse,_Release_9.0]]  [[Category:Cisco Finesse, Release 9.1]]

Dosproul: 1 revision

2012-06-28T16:05:50Z

1 revision

← Older revision

Revision as of 16:05, 28 June 2012

Vijsharm: /* Issues with transfer and conference via route point when CVP is used for queuing */

2012-06-14T21:03:37Z

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

New page

== Issues with transfer and conference via route point when CVP is used for queuing<br> ==

{| border="1"
|-
! '''Problem Summary'''
| 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.
|-
! '''Error Message'''
| None
|-
! '''Possible Cause'''
| 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>
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.
|-
! '''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 ''[http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html Configuration and Administration Guide for Cisco Unified Customer Voice Portal ]'' and the section "Network Transfer" in the [http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html ''Cisco Unified Customer Voice Portal Solution Reference Network Design''].
|-
! '''Release'''
| Release 9.0(1)
|-
! '''Associated CDETS #'''
| None
|}

[[Category:Cisco_Finesse,_Release_9.0]]