06-29-2022 02:56 PM - edited 06-29-2022 03:46 PM
In Finesse agent desktop, End button and call duration timer are disappeared after exactly 15mins of Consult Transfer Call completion in agent B
Agent A gets user call
consult transfer to Agent B
Conference Agent A, Agent B, user call
Transfer user call from agent A to agent B
after exactly 15mins, End button, Call duration timer disappeared from Agent B finesse screen. But the agent status shows "talking" state, user & Jabber call is active.
If Agent A keeps the call, no change in the End button or Call duration timer. Only its disappeared after transfer to another agent.
Also if the Agent B is an Supervisor, then no issue with the button disappearance.
UCCE version 12.0
someone please explain any reason for this.
06-30-2022 06:20 AM
There are a couple of defects that talk about behavior that sounds similar to this, but a couple things you'll want to confirm:
* How is the agent transferring the call? Directly to the agent using their ACD line (typically not recommended)? Or using CTI route point/some other method?
* What version of Finesse (I'm assuming 12, but may not be)?
* What version of CCE as far as ES?
*Does it happen to all agents who do this transfer/all teams, or only certain ones/certain desktop layouts?
06-30-2022 09:27 AM
Thanks for the response Bill... Please find the details below,
* call transfer using CTI route point
* Yes, its version 12
* 12.0(1) BuildNumber=01073 ES=91
* So far only reported by few agents
06-30-2022 01:55 PM
07-01-2022 07:43 AM
We found the issue, the call was transferred and received by same agent.
07-01-2022 01:15 PM
Thank you for sharing the root cause.
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