[cisco-voip] [EXTERNAL] Re: Bug CSCwe21416 UCCX 12.5.1SU2ES04

[JASON BURWELL]

Thanks, they told me about this yesterday. Unfortunately for us about a third of our agents use device selection so to turn it off is not an option for us. I’m being told the fix will be in SU3 to be issued sometime in March.

I have to wonder if Cisco does any user acceptance testing before they release these updates. I mean I understand bugs happen, but I was getting hammered about 20-30 minutes after our call center opened with complaints. Seems like something like this would have been an easy catch for testers specifically looking for problems.

Jason

On Feb 9, 2023, at 6:45 PM, Brian Meade <bmeade90 at vt.edu> wrote:


Some additional info: Workaround:  - If the "Agent Device Selection" System Parameter is not needed we can set it to "disable" and restart the CCX Engine for the changes to take effect. - If the "Agent Device Selection"

Some additional info:

Workaround: - If the "Agent Device Selection" System Parameter is not needed we can set it to "disable" and restart the CCX Engine for the changes to take effect. - If the "Agent Device Selection" System Parameter is needed then Logout during extended Not-Ready periods like Lunch, breaks etc.. to avoid receiving calls that are monitored by the system

On Fri, Feb 3, 2023, 2:45 PM JASON BURWELL <JASON.BURWELL at foundersfcu.com<mailto:JASON.BURWELL at foundersfcu.com>> wrote:
FYI-For anyone planning to upgrade to UCCX 12.5.1SU2ES04 be aware of newly created Bug CSCwe21416. It causes agents who have selected a Not Ready state to be automatically put back in to a Ready state if they receive a direct call and answer it or not. The workaround is for Agents to Log out of Finesse instead of go Not Ready. Causing headaches with Agent Tracking, RNA, Incentives, etc. The fix is supposed to be in SU3 being released early March.

Jason
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