Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

Agents receive two other calls while they are in conversation with the customer

Hi All

We are faching one problem in UCCX 8.2 - Agents receive two other calls while they are in conversation with the 1st customer.any one facing this same problem please update.

Thanks..

10 REPLIES

Agents receive two other calls while they are in conversation wi

UCCX 8.2 ????

Could you confirm complete UCCX version as displayed on appadmin page ?

Is that a round table ( RT ) generation of phone ? What is the phone model ?

How many lines are monitored on the phone ?

GP.

New Member

Agents receive two other calls while they are in conversation wi

Hi

Please find below Details.

UCCX 8.2 su4

Cisco 7942

we re using EM,agents reported two calls are waiting not all the times some times only facing this problem.

Thanks

Agents receive two other calls while they are in conversation wi

Renji, there is no UCCX 8.2 SU4, perhaps you meant 8.0.2 SU4 ?

I would check the settings as mentioned by Anand.

Lemme know how it goes.


GP

New Member

Agents receive two other calls while they are in conversation wi

Hi Gajan,

Yes ,you mean line settings.

System version is  8.0.2.11005-20

Thanks

Agents receive two other calls while they are in conversation wi

Yes, as mentioned by Anand, pls check following

In the Unified CM Administration Directory Number Configuration web page

for each Unified CCX line, set Maximum Number of Calls to a value 2.

In the Unified CM Administration Directory Number Configuration web page

for each Unified CCX line, setting Busy Trigger to a value to 1.

And check for the behaviour.

GP.

New Member

Agents receive two other calls while they are in conversation wi

I will check this option now Max calls 4/Busy trigger 2

Thnaksss

Agents receive two other calls while they are in conversation wi

Sure, let us know how it goes & pls do not forget to rate all folks who helped.

Cheers !!

GP.

Agents receive two other calls while they are in conversation wi

Please make sure to have the below settings on the Agent's Extension (recommended),

In the Unified CM Administration Directory Number Configuration web page
for each Unified CCX line, set Maximum Number of Calls to a value 2. 

In the Unified CM Administration Directory Number Configuration web page
for each Unified CCX line, setting Busy Trigger to a value to 1.

And check for the behaviour.

Hope this helps.
New Member

Agents receive two other calls while they are in conversation wi

Renji. hi.

And check one more thing. Agent phone ext MUST have only 1 Partition at CUCM.

Go to the Route Plan Report and check is the other records with the same ext and other Partition. Removed old records and i hope it will works correctly

Regards.

New Member

Agents receive two other calls while they are in conversation wi

Hi Nikol,

We are not using partitions.

Thanks.

539
Views
27
Helpful
10
Replies
CreatePlease to create content