Finesse Agents get stuck in talking

[jc12]

PCCE 10.5

I'm trying to figure out a strange issue where after a transfer from one agent to another queue, the rep sometimes gets stuck in talking.  It seems to happen when doing multiple transfers / conferences.

The transfer is from the Finesse desktop to a CTI RP.  When this was reported I looked at the TCD records and on every issue there has been at least one, sometimes multiple, transfers to another queue or rep.  After the call is over, the agent that took the transferred call gets stuck in talking and has to be logged out or the phone reset.

Anyone else come across this issue?

[Bill Mungaven]

I have a similar issue with CAD when agents who transfer calls to other queues or CTI route points. We have to reset their phone (or unplug and plug in the phone) to break the connection to the PG. Logging off CAD doesn't work because CAD thinks the agent is still talking and won't let the agent log off while talking. Some agents have the problem more often than others. There doesn't seem to be anything common to the agents to whom this occurs. Some of my call centers answer calls then transfer the call to the appropriate queue. They never have the issue while others who only occasionally transfer calls have the issue more often. Every time the agent is shown as talking.

I haven't found the common thread or resolution yet.

Bill

[jc12]

Thanks Bill.  After doing some more research I found the following bug that seems to be exactly what I am experiencing.  Maybe this will help you as well and their workaround was also to reset the phone. 

Bug last updated May 2017 so it's current.

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CSCuz01870

Symptom:
Agent while trying to transfer a customer call using the Finesse Desktop to another Queue via CTI Route Point (out to CVP), the transfer leg gets stuck in the Off-hook state. Agent is unable to complete the transfer via the Agent Desktop.

Procmon output:
15:40:31 Trace: EMT Creating Mutex Global\IMTConnect_DisconnectLock.
>>>>di /id 035378
HashIdx= 12 InstNumber= 4834090 AgentID= 035378 InstType= TELE_SET_T
YPE Monitored=-1 CurLine#= -1
Extn:4834090/0 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1
LineWeight=10010 DeviceID=4834090 DeviceIDType=DEVICE_IDENTIFIER(0)
Extn:4834090/1 LT=LT_UNKNOWN LS=LS_UNKNOWN SkGrp:0xFFFFFFFF CID=52472453
LineWeight=10000 DeviceID=4834090 DeviceIDType=DEVICE_IDENTIFIER(0)
Extn:4834090/2 LT=LT_UNKNOWN LS=LS_UNKNOWN SkGrp:0xFFFFFFFF CID=36488093
LineWeight=10000 DeviceID=4834090 DeviceIDType=DEVICE_IDENTIFIER(0)
Extn:4834090/3 LT=LT_UNKNOWN LS=LS_UNKNOWN SkGrp:0xFFFFFFFF CID=36491965

Out of the 10 Line appearances on the PG for the Agent DN, 9 of the them would be in "LS=LS_UNKNOWN" state.

Conditions:
None

Workaround:
Reset the Phone

Further Problem Description:

One or more of the following links will take you to an emergency
patch called an Engineering Special or ES. If you are not directly
experiencing this problem, we encourage you to select or wait for a
formally tested fix in an upcoming major, minor, or maintenance 
release. Installing any interim emergency patch or ES on a
production system poses a risk of instability due to the limited 
testing it receives. If you believe you are currently experiencing 
this problem and you cannot wait for a later release, please select 
the link for the ES built for your system. To identify the base 
version for this ES, please remove _ES?? from the version name 
listed below. That will give you the version of the tested base 
release you may install a given ES over. Be sure to read the
release notes or Readme file before running the patch installer.

• ICM11.0(2)_ES35 at http://www.cisco.com/cisco/software/special/release.html?config=a272fc3890687e513c8fae3c7ac2657d

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Cheers!