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Beginner

UCCX Agent stuck in Reserved State when call gets transfered (direct transfer)

Hi All

 

I have following issue:

 

CUCM 11.5.1 SU5

UCCX 11.6.1

 

UCCX Inbound call arrives at Agent A

 

Agent A transfers the call to another CSQ Number with Finesse and is using direct transfer function.

Agent B gets selected and gets reserved - but finesse does not show any button to take the call (Cisco Jabber shows the incoming call, after taking the call - state in fiinesse still in reserved state) - it gets stuck in this state - even when the caller hangs up - it stays at this state for about 2 minutes. Manually changing to other state not possible.

 

BUT when Agent A transfers the call to another CSQ using Consult Transfer - type the number in finesse , say call and then transfer it the issue does not happen. It happens only with direct transfer - any ideas why this can happens ?

 

kind regards

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