Core Issue
This happens when one workflow redirects a call to an Integrated Contact Distribution (ICD) workflow and the ICD workflow routes the call to an agent before five seconds have elapsed since the redirect started.
Resolution
To resolve this issue, choose from one of these options:
- Introduce a five or more second delay in the ICD workflow before queuing the call. The workflow developer can use a delay step, play prompts or anything else that takes at least five seconds.
- Add a Set Contact Info step in the Successful branch of the Redirect step of the first workflow. In the Set Contact Info step, set the contact to Handled.
This is a known issue in Cisco bug ID CSCdx46617 and is fixed in Cisco Customer Response Applications (CRA) 3.1.
