KB40155: Classification codes not credited correctly sometimes...

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KB40155: Classification codes not credited correctly sometimes when call recording used


Article ID: 51019 - Last Review: November 17, 2010

PROBLEM

Classification codes are sometimes not credited correctly when call recording is being used.



SYMPTOMS

When call recording is enabled and agents are entering classification codes for calls, some classification codes aren't being credited correctly.  In the Enterprise Server and Data Processor logs, you'll see error messages similar to the following:

CallInfo - ProcessACDRecord Unable to associate classification code 05 to a call



CAUSE

Call recording information was unintentionally disrupting linkages between various internal components in the summary logic.  In cases where no more call events were received before the agent entered a classification code, it sometimes resulted in the classification code record being malformed.



WORKAROUND

Generate any other call event records (such as briefly putting the call on hold or waiting until the call ends) before entering the classification code.



RESOLUTION

This hotfix, along with all other CCM version 5.7 sp1 hotfixes created before January 2010, have been rolled up into one single hotfix.
The 5.7 sp1 Rollup of Hotfixes is available at the following link: KB41351

The original hotfix for this specific issue is no longer available and you must install the rollup.



APPLIES TO

CCM version 5.7 SP1

Keywords: 40155



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Details
Last Modified:Thursday, February 10, 2011
Last Modified By: ademski
Type: HOTFIX
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