Error when doing blind transfer from CAD

Question

We have put a button on our CAD desktop with an action to perform a blind transfer to a specific extension (which happens to be a routepoint).
20% of the transfers fail with this error message:
"The agent- or workflow-initiated action request failed."
Any ideas how we can fix this?
Our CAD is version 6.4.2.12, on UCCX Prem. 5 and CUCM 6.1.
Thanks,
Johnny

Answer 1

There's a known bug for this but it's not for blind transfers, might be worth TAC'ing this. I also found a similar bug for v6.0.
CSCsl88916 Bug Details
Supervised Transfer Causes WrapUp Data problem
Symptom:
After Making a supervised transfer, if wrap up data is enabled on the CDA, than agent will get this error message:
"The agent or workflow-initiated action request failed"
Conditions:
This error only happens on Supervised transfer, not blind.
Workaround:
This error only happens when you have enabled this 2 following options on RP and CTI Ports,
Caller Number
Redirected Number
Disable those
Further Problem Description:
The above 2 options are not on by default and many users have them unchecked, but some users modify those parameters and CAD throws that error message
To reproduce this is what can be done:
Enabled the 2 options:
Caller Number
Redirected Number
On the CTI port and Route Point,
call to the RP
Agents Picks Up the Call
Talks to the caller
Hits the transfer button and initiates a call to the NON - ICD extension.
Waits till the called party answers
Hits the transfer button again
If wrap up data option is enabled on the CDA, than
Agent will get this error message:
The agent or workflow-initiated action request failed Status
Product:
Cisco Unified Contact Center Express
Technology:
1st Found-In
5.0(1)
5.0(1)SR1
5.0(1)SR2
Fixed-In
5.0(2.1)
7.0(1)
7.1(1.26)
5.0(2.1.10)
5.0(2.2.20)
Component(s)
icd
Related Bug Information Workflow Initiated failed Exception - Unable to set the wrapup data
Symptom: Work Flow Initiation Exception comes when Agent selects Wrap up data after Transfer is completed Conditions: Agent 1 has an ICD call He click Work button on CAD Now he Transfers the call to another extension from CAD The Agent1 is asked to choose Wrap-up data Once he chooses wrapup data Workflow Initiation exception is thrown
Workaround: None
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