CTIOS agent receiving calls while in "Talking" state

Unanswered Question
Oct 20th, 2009
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in an ipcc deployment version 7.2.7, while the agent is talking to a customer, he receives another call.

it's a cvp comprehensive model deployement.

please revert for more info,

thanks in advance,

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You have a bug somewhere. That's almost impossible - it can't be the ICM Router delivering that second call.

Do agent phones have 2 lines?

The line which the call from CVP arrives on should be configured so that only contact center agents (and the ICM Router) can call it. Set no voice mail and no call waiting. Do you have call waiting on this line. Is the second call coming from another agent or non-agent?

The second line should be for non-CC calls and be set up with voice mail (if appropriate) and call waiting.

If agents only have 1 line, you must turn off call waiting - it's almost always inappropriate.



fabien.damien Wed, 10/21/2009 - 21:37
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Hi Geoff,

Thanks for your reply(prompt as usual)... only one line is configured on the agent's ip phone, call waiting is enabled i'll try to disable it and get back to you.


Abdulbaseer Mohammed Wed, 10/21/2009 - 11:06
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do you have multiple line appearences? where is this call being presented?

what errors do you get in CTIOS log and CM log if any at the same time.

Any PG logs info should help decipher this too.



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