SA-31001

Summary

When an Interaction is transferred to a different CTI agent and when call drops or caller hang up, Interaction gets closed automatically.

Error Messages

Not Applicable

Steps to Reproduce

1. Receive a CTI call and transfer the call to a different agent with the Interaction.
2. Drop the call from the caller side.
3. Interaction tab gets closed automatically.

Root Cause

User sees that 'Disconnected' activity is being executed when a call is dropped or transferred, and it in turn closes the interaction as 'CPMClearPortalRecent' is run.

One must have a specific When condition that in case of already transferred calls if call gets dropped, Disconnected activity should not be executed and the Interaction should not be closed. The flag/property used to mark a call as pending transfer does not get cleared and when the call is dropped at the recipient agent's (CSR2) end, the Disconnect processing mistakes this as the completion of a transfer and closes the work item and moves it to the transfer basket. 

This is only a problem for some switch types that reuse the Call ID established originally between the User and CSR1.

For switch types that create a new call leg between the User and CSR2, this aberrant behavior isn't an observable phenomena.

Resolution

Apply HFix-30390.