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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