2 calls at Once

[coolk]

Hi,

We seem to have some agents complaining about receiving a call whilst they are already on a call. Is there any reason this could happen, both the skills are ead-loa and I cant figure why this would happen.

Thanks.

 

[gblucas]

In the hunt group form, on the second page, there is an option to have multiple call handling. It should be set to none, anything else will allow multiple calls to the call center agent. You will only have this feature if you have multiple call handling turned on in your features.

gblucas

 

[coolk]

I have checked and we do not have that option on our hunt groups or even in our features. Any other reasons?

 

[wilroy]

Are the second calls they receive ACD calls? Could it be there is an auto attendant set up that fowards calls direct to their extension. Do the extensions in use have DID numbers pointing to them? Are the stations part of a coverage group?

I would suggest a "list usage ext xxx" and see if anything shows up. Secondly look at how all types of incoming calls are handled.

best wishes

 

[Joemi]

How many 'Call App' buttons are there on that station.
If there are 3 change it to 2.

The down site is that if you are on the phone, for internal calls you get a busy tone.

Good Luck

Joemi

AVAYA Certified Associate

 

[coolk]

many thanks for the replies.

The 2nd calls being passed are ACD calls and the stations only have 2 call-appr buttons.