Cisco UCCX - on hold call issue

[hoanghiep]

Hi,

We have a UCCX 8 serving some agents and we are facing with an issue:

An agent had placed a customer on hold while she needed to look up a product information. When the agent removed the hold on the call to converse again with the customer, instead of the original customer who was placed on hold another customer who had called in at a later point than the original customer was placed into the call. While the original customer was on hold, another customer called in and this new customer call took priority over the original customer who was placed on hold in the CAD. In the CAD interface view, the agent noticed that there was two inbound call indicated on her window, the original customer number and the new customer number.... the original customer number was listed second and the new customer number was listed first.
Could anyone explain this for me? Is it related to maximum number of calls setup in CUCM? (I always think that if the agent put a call on hold, she is still in Talking state and cannot receive another call)

Thank you,

[brian1mcc · Accepted solution]

In your directory number configuration in CUCM your maximum number of calls should be set to 2, and your busy trigger set to 1.

Brian

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[Jonathan Schulenberg · Accepted solution]

In addition to Brian's response you want to take a look at the CUCM CDR records. If you have multiline control enabled in Desktop Administrator (page 158) it is possible that the call was to the non-ACD line. It's possible that CAD was just showing a direct-dial call that was totally independant of the CCX ACD subsystem. If that's what happened then you can either disable multi-line; or, retrain the agent.

Again, this is not to negate Brian's response which is by far the most likely cause.

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[hoanghiep]

Thanks Brian and Jon,

I will check and rate your answers soon.

Rgds,

[hoanghiep]

Hi Brian and Jon,

Could you also explain: why the 2nd call takes higher priority over the 1st one?

Thanks,

[Jonathan Schulenberg · Accepted solution]

It's the same behavior as any Cisco IP Phone: A call in the alerting state takes focus. Take a look at your deskphone the next time a second call arrives; the second call will take focus to allow you to answer or iDivert it. You would need to use the down arrow to re-select the connected call. CAD is following that logic.

Please remember to rate helpful responses and identify helpful or correct answers.