KB39789: Cancel work timer does not work within CCC using ICC

Article ID: 50962 - Last Review: April 4, 2013


The Cancel Work Timer does not work within CCC monitors using Interactive Contact Center control (i.e. right-click=>Agent Control).


When attempting to issue a Cancel Work timer command through any monitor, if software work timer is not being used, the command fails and the agent's work timer does not cancel. An example would be right clicking on an agent inside an Agent State by Time monitor and choosing Agent control=>Cancel work timer.


Some validation code is preventing the command from being issued.


Issue the command through Softphone/Phoneset Manager, through the hardset, or configure a software work timer in YSE.


This hotfix has been included in all subsequent software versions.  For our latest software and updates, please go to www.mitel.com .

If you have a business need for this hotfix and are unable to update to a supported software version, please contact Customer Support for assistance.



CCM version 5.7 SP1

Keywords: 39789 39262 36466 cancel worktimer fails icc ccc monitors

Posted Wednesday, October 06, 2010 by ademski