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New Member

CTIOS 2 simultaneous calls

                   Hello,

We faced a weird behavior in the contact center UCCE 9.0

A certain agent received 2 incoming calls on CTIOS at the same time.

He wasn't able to answer any of the calls until they were requeued and were displayed on his IP phone as missed calls

What could allow the PG to reserve the same agent for two calls at the same time?

Any idea what could be the problem?

Thank you,

Sahar Hanna

  • Contact Center
3 REPLIES

CTIOS 2 simultaneous calls

hi did you check the phone busy trigger configuration from cucm?

Regards,

Shalid K.C

CTIOS 2 simultaneous calls

Hi - Are you sure, Both calls from PSTN.

Bec if the second call from another Extn locally, Router doesn't have any idea about it and it can't control and Phone will get second call based on busy trigger.

Can you share CTISVR and Router logs for the time frame.

SIVANESAN R
New Member

CTIOS 2 simultaneous calls

Hi,

Thank you for the replies.

The phone busy trigger is set to 1 on Call Manager.

Both calls are from PSTN.

Thank you,

Sahar Hanna

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