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Community Member

Agents getting calls while on the phone

Guys,

We are running IPCC Ent version 7.1 with the latest version of CAD and we have several users that are getting calls while on the phone with a customer. Also the are getting calls nonstop and even after logging out of the desktop. The only fix is to reboot the phone.

Anybody seen this?

Thanks

Bruce Finney

6 REPLIES
Anonymous
N/A

Re: Agents getting calls while on the phone

Check if you are trying to change the state to ready state manually while on call? If not you might be hitting the known issue CSCee00813.

Community Member

Re: Agents getting calls while on the phone

Bruce,

We have a customer running IPCC Ent and CAD. After an upgrade to IPCC v7.1 this february we have encountered issues with agents getting inbound customer calls while already talking (i.e. in state Talking). We haven not had any issues with calls after logout though.

We've a TAC case on the issue, but no solution as of yet.

Regards

Mormegill

Re: Agents getting calls while on the phone

What is your max calls and busy triggers set to on the phone's in CCM?

Community Member

Re: Agents getting calls while on the phone

Justin,

They are set to default at 4 and 2, respectively.

Community Member

Re: Agents getting calls while on the phone

If you are using auto answer your Busy Trigger needs to be set to 1.

Re: Agents getting calls while on the phone

Maximum Number of Calls* (1 - 196)

Set to 2

Busy Trigger* (<= Max. Calls)

Set to 1

Hope this helps. Be weary at what lines you assign this to, are you using just 1 ICD ext on the phone or a ICD ext and a regular extension?

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