DESCRIPTION:

An agent will be on the phone using the only line, and the IPCC will present a call.

BACKGROUND:

CCM ver 4.0(2a)sr1 (yes we are getting them to upgrade)and IPCCX ver 3.5(3)

All Agent Desktops are running XP and the same version of the Agent Desktop.

Am not seeing specific pattern, but newer agents seem to have it happen more than ones who have been there a few years.

With one exception (who has it happen less often) the agents have a single extension. Extensions are not shared with any other device.

Queue is resource-based, not skills-based

The script is very simple - greeting and music while queued (streamed from the IPCC server), no menus, no time of day routing.

I have been told this is an on-going problem, but I have no reliable report as to when it bagan.

Any suggestions would be appreciated.