I have been experiencing an issue in our lab environment that I have not been able to get an answer on. We are running CUCM 11.5 SU6 and Verint call recording 15.2 (HFR 7) with both screen and audio recording. We have the agents log into Finesse to take calls and they are configured to record 91 seconds of After Call Work on the screen.
We have been experiencing an issue where the ACW is cutting off after a period of time (anywhere from 0 to 35 seconds) with the following error on the Verint log: Stopping after call work after <35> seconds because <New CTI call has ended after call work>
At this point, the agent is in Wrap and there are no new calls coming in to the agent. I have opened a ticket with Verint support, but they are saying there is nothing that can be done due to the inbound CTI message from CUCM causing it to stop. I can't identify what is causing this CTI message since the agent in question cannot take a call. Has anyone else run into this?
