CVP seems to interrupt transfer between agents

[Koen Van Impe]

Hi,

We have a UCCE 8.5 with CVP 8.5 comprehensive deployment.

Calls are being distributed to agents correctly.

Occasionally, an agent needs to transfer calls to a colleague. And that seems to fail sometimes.

Detailed scenario:

1. Agent 1 receives a call
2. Agent 1 initiates supervised transfer (either through CAD or IP phone)
3. Agent 2 phone rings once.
4. Consult call gets dropped, original calls stays "on hold" at agent 1 phone.

CUCM traces are showing a SIP BYE from CVP that seems to cause the consult call to drop.

But why would CVP interfeer in a transfer scenario?

The behaviour is not consistent. And the client says it goes away when you restart the agent's phone...
That doesn't really make sense to me.

Has anyone ever seen this kind of behaviour?

Thx!

Koen

[jason.mcdonald]

Do you have the CVP logs ?

Thanks much,

Sent from Cisco Technical Support iPhone App

[Koen Van Impe]

Hi Jason,

Thanks for replying.

But Cisco TAC had a closer look at CUCM traces and it seems the IP phone is causing the disconnect.

So no need for further investigation.

Thanks anyway!

Koen