Recently we have seen changes in how CallTypes are presented in Finesse 11.6 (the UCCX variant so far). I am just wondering if these changes were intended or are a newly introduced bug. I also understand that Finesse is basically passing through the CallType from ICM.
We are seeing changes in how Outbound calls are reported.
In version 10.6 if an agent placed an Outbound call to a queue we would see the CallType of "OUT" for all call state events (INITIATED, ALERTING and ACTIVE). With 11.6 we are seeing the CallType of "OUT" on the INITIATED call state event but "ACD_IN" for the call state events for (ALERTING and ACTIVE).
Again this is for an Outbound call to a queue. So is it supposed to be reporting the CallType as "ACD_IN"?
And to clarify these are the events being reported on the originating agent's side. The agent making the Outbound call. I understand that the receiving agent should see "ACD_IN".
I don't see a bug for this. I will reach out to the Finesse team to see if this change was intended. Like you said, Finesse is a pass through, so it is most likely either a change or a bug on the CCX side. I will update you when I hear back.
The fix for the following bug also fixes this issue you are facing: CSCvj27881 https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvj27881
Per bug information, this bug will be fixed in 12.0.