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Error when doing blind transfer from CAD

joluc_denmark
Level 1
Level 1

We have put a button on our CAD desktop with an action to perform a blind transfer to a specific extension (which happens to be a routepoint).

20% of the transfers fail with this error message:

"The agent- or workflow-initiated action request failed."

Any ideas how we can fix this?

Our CAD is version 6.4.2.12, on UCCX Prem. 5 and CUCM 6.1.

Thanks,

Johnny

2 Replies 2

tim.giles
Level 4
Level 4

There's a known bug for this but it's not for blind transfers, might be worth TAC'ing this. I also found a similar bug for v6.0.

CSCsl88916 Bug Details

Supervised Transfer Causes WrapUp Data problem

Symptom:

After Making a supervised transfer, if wrap up data is enabled on the CDA, than agent will get this error message:

"The agent or workflow-initiated action request failed"

Conditions:

This error only happens on Supervised transfer, not blind.

Workaround:

This error only happens when you have enabled this 2 following options on RP and CTI Ports,

Caller Number

Redirected Number

Disable those

Further Problem Description:

The above 2 options are not on by default and many users have them unchecked, but some users modify those parameters and CAD throws that error message

To reproduce this is what can be done:

Enabled the 2 options:

Caller Number

Redirected Number

On the CTI port and Route Point,

call to the RP

Agents Picks Up the Call

Talks to the caller

Hits the transfer button and initiates a call to the NON - ICD extension.

Waits till the called party answers

Hits the transfer button again

If wrap up data option is enabled on the CDA, than

Agent will get this error message:

The agent or workflow-initiated action request failed Status

Product:

Cisco Unified Contact Center Express

Technology:

1st Found-In

5.0(1)

5.0(1)SR1

5.0(1)SR2

Fixed-In

5.0(2.1)

7.0(1)

7.1(1.26)

5.0(2.1.10)

5.0(2.2.20)

Component(s)

icd

Related Bug Information Workflow Initiated failed Exception - Unable to set the wrapup data

Symptom: Work Flow Initiation Exception comes when Agent selects Wrap up data after Transfer is completed Conditions: Agent 1 has an ICD call He click Work button on CAD Now he Transfers the call to another extension from CAD The Agent1 is asked to choose Wrap-up data Once he chooses wrapup data Workflow Initiation exception is thrown

Workaround: None

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mknepper
Level 1
Level 1

It has been a while on this, but do you remember how your resolved this problem?  My scenario is similar but is tied to Directed Call Park on CUCM 8.62:

When using the Directed Call Park feature of CUCM 8.62, the call is not able to be retrieved from a Directed Call Park DN when the call was parked via Task Button with an Action of "Blind Transfer" or "SingleStep Transfer" in CAD 8.5.2.18 running on UCCE 8.5(2a).

Any thougts?

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