Agent using extension mobilty and using for taking calls using CTIOS. When agent was already on a call found a call 2 is coming to her. The call did not answer is due to communication is still on going for first call. The call 2 view is missed call on IP Phone. At that time other two agents are available "ready" on the time.
Although agent found no missed call on that phone when cheked the directory.There is no RONA configured in ICM.
It seems someone dialed the agent extension/instrument id itself and since busy trigger by default set to 2 agent was able to see the second call.
If this is the case please help in let me know why agent not able to found missed call details on the phone.Does extension mobilty will not provide miss call data or by that time user get logged off the phone the data will not there in the phone.