Guest

Cisco Unified IP Interactive Voice Response (IVR)

Field Notice: FN - 63487 - UCCX 8.5(X) Incorrect agent email states

Field Notice: FN - 63487 - UCCX 8.5(X) Incorrect agent email states

February 01, 2012


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.

Revision History

Revision Date Comment
1.0
01-FEB-2012
Initial Public Release

Products Affected

Products Affected Comments
UCCX-DESKTOP-EMAIL - 8.5(X)
Problem affects CCX 8.5(1), CCX 8.5(1)SU1 and CCX 8.5(1)SU2

Problem Description

Agent email states are not propagated correctly in these situations:

a) When the agent receives an ICD call, the email agent is placed into a not ready state and when the call is finished the agent is automatically placed into an Email ready agent but does NOT receive emails that are in email queue

b) When the agent is placed in a not ready state due to a missed ICD call, the email agent is in the ready state but does NOT receive emails that are in the email queue

c) When the agent is placed in a not ready state due to an outgoing call, the email agent goes to a not ready state as well and when the call is finished the email agent goes back to a ready state but does NOT receive emails that are in the email queue.

Background

This is NOT a regression issue.

The "Resume Email Processing on Voice Disconnect" feature was added in release 8.5(1). This issue was first encountered in that release.

Problem Symptoms

Although the agent is displayed in email in the ready state, the agent is not able to receive emails from the queue.

Workaround/Solution

There are actually three different workarounds for this issue:

1. Agent manually toggles the state between Email Not Ready and Email Ready.

2. When the agent is processing an email and a voice call comes in, the email will be placed back into a draft state. If they leave that email alone and do not touch it while on the call, they will avoid this problem.

3. Disable the CDA Web Admin setting "Resume EMail Processing on Voice Disconnect".

When enabled, this setting moves the Email Agent state back to Email Ready. With the setting disabled, the email state will go to Email Not Ready when a voice call comes in. After the call ends, the email state will remain in Email Not Ready. The agent will then have to move the state back to Email Ready to start receiving new emails. However, with this workaround, the agents will not have to "cycle" between the two states.

Disabling the "multi-channel system" feature will provide the same mechanism and functionality that had existed in UCCX 7.0 and 8.0.

After an agent receives a call, they would simply have to manually make themselves ready again.

DDTS

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

DDTS Description
{CSCtw77594} (registered customers only) UCCX Agent Email States Mismatch

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

Receive Email Notification For New Field Notices

Cisco Notification Service—Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.