Re: Finesse 11.6 CallType Changes

kpickard · ‎04-20-2018

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"?

kpickard · ‎04-20-2018

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".

dekwan · ‎04-23-2018

Hi,

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.

Thanx,

Denise

kpickard · ‎04-23-2018

Thank you Denise.

kpickard · ‎04-25-2018

Hi Denise. Has there been any progress with this item?

dekwan · ‎04-25-2018

Hi,

They said they are investigating it. I messaged them again as a reminder. I will let you know when I hear back.

Thanx,

Denise

dekwan · ‎05-14-2018

Hi,

It has been confirmed that this is a bug. I am currently trying to determine if it is an existing bug or a new bug.

Thanx,

Denise

kpickard · ‎05-16-2018

Thank you for the info Denise. Please let me know when you determine the bug status and its resolution. Thanks.

dekwan · ‎05-23-2018

Hi,

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.

Thanx,

Denise

kpickard · ‎05-23-2018

Thanks Denise but I am unable to view the bug you posted. I get "Insufficient Permissions to View Bug".

dekwan · ‎05-23-2018

Hm. Must be an internal bug. I'll ask the team to make it public.

Thanx,

Denise

kpickard · ‎05-24-2018

Thanks again Denise. Please let me know when it is viewable/public.

kpickard · ‎06-01-2018

Hi Denise. Any progress on making the bug report public or otherwise providing some information on the workaround?

dekwan · ‎06-01-2018

Hi,

I asked the team again to make it external. I looked at the bug and there doesn't seem to be any workaround.

Thanx,

Denise