Re: CTIOS agent receiving calls while in "Talking" state
You have a bug somewhere. That's almost impossible - it can't be the ICM Router delivering that second call.
Do agent phones have 2 lines?
The line which the call from CVP arrives on should be configured so that only contact center agents (and the ICM Router) can call it. Set no voice mail and no call waiting. Do you have call waiting on this line. Is the second call coming from another agent or non-agent?
The second line should be for non-CC calls and be set up with voice mail (if appropriate) and call waiting.
If agents only have 1 line, you must turn off call waiting - it's almost always inappropriate.
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