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

[renji joy]

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..

[Gajanan Pande]

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.

[renji joy]

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

[Gajanan Pande]

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

[renji joy]

Hi Gajan,

Yes ,you mean line settings.

System version is  8.0.2.11005-20

Thanks

[Gajanan Pande]

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.

[renji joy]

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

Thnaksss

[Gajanan Pande]

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

Cheers !!

GP.

[anchoudh]

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.

[Nikolay Kozyrev]

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.

[renji joy]

Hi Nikol,

We are not using partitions.

Thanks.