ACD Call Not Released When The Type of Interaction Changes to ACD Callback (Doc ID 1669553.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Contact Center Anywhere - Version v8.1.3 and later
Information in this document applies to any platform.

Symptoms

When an ACD call in an IVR campaign enters a callback node and soon after an agent becomes available for the acd call the following can occurs:

- The same interaction ID is assigned to two different agents (ACD call and ACD Callback)

- The Interaction history shows incorrect data (agent, duration)

- An agent can be assigned duplicate interactions, the acd call and the acd callback

 

Cause

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