Field Notice: FN - 70470 - Finesse Agent Login Fails after Upgrade of Jabber Client to 12.7 Single Line Configuration - Software Upgrade Recommended

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Updated:April 15, 2020
Document ID:FN70470

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Notice

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Revision History

Revision Publish Date Comments
1.0
05-Feb-20
Initial Release
1.1
15-Apr-20
Updated Product Hierarchy Metatags Section

Products Affected

Affected OS Type Affected Software Product Affected Release Affected Release Number Comments
NON-IOS
Jabber Software
12.7
12.7(0)

Defect Information

Defect ID Headline
CSCvr47127 Jabber 12.7.0 is causing finesse login failure

Problem Description

(UCCE) Important update on Jabber 12.7.0 usage with CCE

For Unified Contact Center Enterprise (UCCE) customers who use Jabber, there is a known issue in which Jabber 12.7.0 causes the Finesse agent login to fail when single-line is configured on the peripheral gateway (PG).

Background

1. In the UCCE PG configuration, the Agent Phone Line Control was set to single line.

2. Jabber was upgraded to the 12.7 base image with these code changes:

canjoinacrossline is invoked

CapabilitySet: canCreateCall, canSetCallForwardingNumber, FeatureSet: canOriginateCall, canOriginateUriCall, canJoinAcrossLine

Problem Symptom

The Finesse agent is not able to log in after an upgrade to Jabber 12.7.0.

Workaround/Solution

The fix for this defect (CSCvr47127) is expected to be released on November 7, 2020, in the form of Jabber 12.7.1.

The workaround is to use Jabber 12.6.1 or an earlier version.

If you must use Jabber 12.7.0, then configure multi-line on the PG. To do so, change the Agent Phone Line Control configuration to "all lines".

For More Information

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