IPCCX 4.0(5). Users reported that they are on an ACD call, but then see a second call come to their Phone. When Agent completed the first call, CAD state changed to Not Ready.
Here is agent state details:
20/02/2008 11:25:23 AM Ready 0 0:00:25
20/02/2008 11:25:48 AM Reserved 0 0:00:08
20/02/2008 11:25:56 AM Ready 0 0:00:00
20/02/2008 11:25:56 AM Talking 0 0:00:17
20/02/2008 11:26:13 AM Reserved 0 0:00:15
20/02/2008 11:26:28 AM Not Ready 32763 0:04:56
When a call comes at 11:25:48, CAD state changed to Reserved. At 11:25:56, agent started Talking, but CAD status changed to Ready and Talking at the same time. Agent got a second ACD call while still in talking with first caller. The second call was Ring No Answer after 15 seconds. The second call went back to CSQ. The agent CAD state changed to Not Ready insteady of Working --> Ready.
Anyone knows what could be the reason?