Field Notice: FN - 62853 - IP Contact Center (IPCC) Enterprise and Hosted Products Interactive Voice Response (IVR) Inbound and Outbound Call Problems

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Updated:July 25, 2007

Document ID:FN62853

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July 25, 2007

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Products Affected

Product
IP Contact Center (IPCC) Enterprise - 7.1.5
IP Contact Center (IPCC) Hosted - 7.1.5

Problem Description

Problems such as IVR port not released, TCD report incorrect, or agent may be stuck in "Reserve" state are seen when a call goes through an IVR.

Background

This issue was reported in defect CSCsi55466.

Problem Symptoms

This defect only affects System PG. There are two different call types that experience different unique problems.

For an inbound call

When a customer abandons the call while the call is queued in IVR and an agent becomes available to take the call, the agent will be stuck in "Reserved" state.

For an outbound call

Transfer to IVR campaign fails, IVR port cannot be released after the call is drops, and TCD has wrong PeripheralCallType information.

Workaround/Solution

There is no workaround for this issue. The solution is to apply engineering special 7.1.5 ES5. ES5 can be found at this Software Download (registered customers only) page.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS	Description
CSCsi55466 (registered customers only)	Calls abandoned in IVR tie up agents; outbound IVR campaigns do not work

Revision History

Revision	Date	Comment
1.0	25-JUL-2007	Initial Public Release

For More Information

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