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Community Member

Two calls at the same time

we have IPCCE 7.1 CVP 3.1 AND CCM 4.2.3

we had acase that some agents receive two customers calls on thier IP Phones at the same time , when the agent is handling a call another call came in the IP PHONE. any advice

3 REPLIES
Hall of Fame Super Silver

Re: Two calls at the same time

Are you saying that both calls are coming from ACD or is the second call a direct call?

Your ACD line in CM should be configured with busy trigger of 1 so that only one call can be delivered to this line at a time.

HTH,

Chris

Community Member

Re: Two calls at the same time

both calls are coming from ACD . while the agent is handling a call another call came in his ip phone only not the ctios client. this is happening for some calls only it is randomly occur

Community Member

Re: Two calls at the same time

There are a couple of bugs that may be related to your issue.

CSCsm42626 - Different conferences are joined together. This could occur if agents are performing warm transfers.

CSCsj99361 - IP Phone continues to generate RTP packets after call is disconnected.

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