UCCX 8.5.1 SU2 enterprise data not updating after outbound agent call

[Erick Bergquist]

UCCX 8.5.1 SU2 ( 8.5.1.11002-22 ) with CUCM 8.5.1 SU1.

Have issue with Enterprise data not updating, when someone makes an Outbound call with agent desktop (Outbound dialer) and gets done with that call, on the next inbound call the Application Name is not updating on just the agent that made the outbound call previously and the previous call still is showing in their CAD display as well as the new inbound call they are on - where the Application Name (enterprise data) is not updating.

If the agent closes CAD then relaunches CAD it works fine again until they make an outbound call which is not all that often.

Any ideas on this?  I recall seeing a bug on this maybe (or something similar) a few weeks ago but can't find it now.

Thanks, Erick

[amatine]

Check the troubleshooting guide.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf

Page 126

Problem

Enterprise data does not display data on outbound calls.

Solution Enterprise data only displays data for inbound calls.

[Erick Bergquist]

Right, but that is not my problem.

On new inbound calls, after agent makes outbound call using outbound dialer script, the Enterprise data (application name) is not updating on NEW inbound calls the agent gets and is what it was before. All other agents enterprise data are working fine except on agent who made outbound call with outbound script. Also, the previous call they made still shows in the CAD display with duration incrementing even though that call has been disconnected. Then the CAD shows 2 calls in the display (the old call that was disconnected and new call they are on).

To correct issue, the agent closes CAD and restarts CAD.