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Finesse Missing Dialog After Transfer From Private Line

ejlackey
Level 1
Level 1

‎05-01-2023 11:50 AM

We are having an issue with Finesse dialogs dropping after a consult transfer from the agents private line.

Steps:

  1. Send a call to Agent 1 private line.
  2. Agent 1 answers the private line (this must be done on the phone itself, it does not present in Finesse.)
  3. Agent 1 starts a transfer to the ACD queue.
  4. The ACD line rings and Agent 2 answers the call.
  5. At this point Agent 2 is connected with Agent 1 and has a call dialog.
  6. Agent 1 hits transfer to complete the transfer.
  7. Agent 2 is now connected with original caller, but the dialog disappears. There is no call control, not even to hang up, but the agent status is "Talking".

From the logs, once the agent completes the transfer from private line, the Finesse dialogs on Agent 2 are all gone.

I confirmed this with postman. After step 6, if we query for dialogs on agent 2 we get empty list.

If the original call is placed to the Agents primary line, or one of the shared lines, it works fine. Agent 2 has call control after the transfer from Agent 1 is complete.  As a test, I added the private line from Agent 1 to Agent 2, in essence making it a shared line, and this worked as well. 

The dialog also works fine if a blind transfer is done.  In step 3, the Agent just hits transfer the second time after hearing that it made it to the ACD queue. Agent 2 answers this call and has a dialog.

Is this expected behavior?

Version 12.5 UCCX

 

Agent 1 ACD 5813

Agent 1 Private 1005813

Agent 2 ACD 5734

 

Before complete transfer

After complete transfer

2023-03-29 06:40:32,964 DEBUG XMPPMultiConnectionClient - handleXMPPMessage : Received XMPP stanza: <message xmlns='jabber:client' from=hidden' to='hidden' id='IwRrRa0m'><event xmlns='http://jabber.org/protocol/pubsub#event'><items xmlns='http://jabber.org/protocol/pubsub#event' node='/finesse/api/User/glog5734/Dialogs'><item xmlns='http://jabber.org/protocol/pubsub#event' id='a27a45a2-e252-41b5-8735-f3015bfb992623396'><notification xmlns='http://jabber.org/protocol/pubsub'><Update>

  <data>

    <dialog>

      <associatedDialogUri></associatedDialogUri>

      <fromAddress>5813.1005813</fromAddress>

      <id>16984043</id>

      <mediaProperties>

        <DNIS>5734</DNIS>

        <callType>CONSULT</callType>

        <dialedNumber>8700</dialedNumber>

        <outboundClassification></outboundClassification>

        <callvariables>

          <CallVariable>

            <name>callVariable1</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable2</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable3</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable4</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable5</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable6</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable7</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable8</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable9</name>

            <value></value>

          </CallVariable>

          <CallVariable>

            <name>callVariable10</name>

            <value></value>

          </CallVariable>

        </callvariables>

        <queueNumber>2</queueNumber>

        <queueName>hidden</queueName>

      </mediaProperties>

      <mediaType>Voice</mediaType>

      <participants>

        <Participant>

          <actions>

            <action>CONSULT_CALL</action>

            <action>UPDATE_CALL_DATA</action>

            <action>START_RECORDING</action>

            <action>SEND_DTMF</action>

            <action>HOLD</action>

            <action>DROP</action>

            <action>TRANSFER_SST</action>

          </actions>

          <mediaAddress>5813.1005813</mediaAddress>

          <mediaAddressType></mediaAddressType>

          <startTime>2023-03-29T11:40:25.557Z</startTime>

          <state>ACTIVE</state>

          <stateCause></stateCause>

          <stateChangeTime>2023-03-29T11:40:32.975Z</stateChangeTime>

        </Participant>

        <Participant>

          <actions>

            <action>CONSULT_CALL</action>

            <action>UPDATE_CALL_DATA</action>

            <action>START_RECORDING</action>

            <action>SEND_DTMF</action>

            <action>HOLD</action>

            <action>DROP</action>

            <action>TRANSFER_SST</action>

          </actions>

          <mediaAddress>5734</mediaAddress>

          <mediaAddressType>AGENT_DEVICE</mediaAddressType>

          <startTime>2023-03-29T11:40:32.975Z</startTime>

          <state>ACTIVE</state>

          <stateCause></stateCause>

          <stateChangeTime>2023-03-29T11:40:32.975Z</stateChangeTime>

        </Participant>

        <Participant>

          <actions>

          </actions>

          <mediaAddress>*31521</mediaAddress>

          <mediaAddressType></mediaAddressType>

          <startTime>2023-03-29T11:40:25.557Z</startTime>

          <state>DROPPED</state>

          <stateCause>OTHER</stateCause>

          <stateChangeTime>2023-03-29T11:40:32.978Z</stateChangeTime>

        </Participant>

      </participants>

      <state>ACTIVE</state>

      <toAddress>8700</toAddress>

      <uri>/finesse/api/Dialog/16984043</uri>

    </dialog>

  </data>

  <event>PUT</event>

  <requestId></requestId>

  <source>/finesse/api/Dialog/16984043</source>

</Update></notification></item></items></event></message>

2023-03-29 06:40:37,068 DEBUG XMPPMultiConnectionClient - handleXMPPMessage : Received XMPP stanza: <message xmlns='jabber:client' from=’hidden' to='hidden' id='AGVeZYcw'><event xmlns='http://jabber.org/protocol/pubsub#event'><items xmlns='http://jabber.org/protocol/pubsub#event' node='/finesse/api/User/glog5734/Dialogs'><item xmlns='http://jabber.org/protocol/pubsub#event' id='a27a45a2-e252-41b5-8735-f3015bfb992623397'><notification xmlns='http://jabber.org/protocol/pubsub'><Update>

  <data>

<dialogs>

<Dialog>

  <associatedDialogUri></associatedDialogUri>

  <fromAddress>5813.1005813</fromAddress>

  <id>16984043</id>

  <mediaProperties>

    <DNIS>5734</DNIS>

    <callType>TRANSFER</callType>

    <dialedNumber>8700</dialedNumber>

    <outboundClassification></outboundClassification>

    <callvariables>

      <CallVariable>

        <name>callVariable1</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable2</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable3</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable4</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable5</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable6</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable7</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable8</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable9</name>

        <value></value>

      </CallVariable>

      <CallVariable>

        <name>callVariable10</name>

        <value></value>

      </CallVariable>

    </callvariables>

    <queueNumber>2</queueNumber>

    <queueName> hidden </queueName>

  </mediaProperties>

  <mediaType>Voice</mediaType>

  <participants>

    <Participant>

      <actions>

      </actions>

      <mediaAddress>5813.1005813</mediaAddress>

      <mediaAddressType></mediaAddressType>

      <startTime>2023-03-29T11:40:25.557Z</startTime>

      <state>DROPPED</state>

      <stateCause>OTHER</stateCause>

      <stateChangeTime>2023-03-29T11:40:32.975Z</stateChangeTime>

    </Participant>

    <Participant>

      <actions>

      </actions>

      <mediaAddress>5734</mediaAddress>

      <mediaAddressType>AGENT_DEVICE</mediaAddressType>

      <startTime>2023-03-29T11:40:32.975Z</startTime>

      <state>DROPPED</state>

      <stateCause>OTHER</stateCause>

      <stateChangeTime>2023-03-29T11:40:32.975Z</stateChangeTime>

    </Participant>

  </participants>

  <state>DROPPED</state>

  <toAddress>8700</toAddress>

  <uri>/finesse/api/Dialog/16984043</uri>

</Dialog>

</dialogs>

  </data>

  <event>DELETE</event>

  <requestId></requestId>

  <source>/finesse/api/User/glog5734/Dialogs</source>

</Update></notification></item></items></event></message>

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1 Reply 1

ejlackey
Level 1
Level 1

‎05-02-2023 08:07 AM

It seems the following UCCX setting should control this behavior.

On the UCCX Administration page, navigate to System > System Parameters. Set the system parameter "Change Agent State to Not Ready when Agent Busy on Non ACD Line" to "Enable."  

Bug CSCvj51881 reports that the setting does not get copied to other node.  The other node must be done manually.

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