4621 IP Phones, 2nd appearance auto answering during calls

[kmh5091]

I'm having issues in a call center where we have recently deployed 4621sw IP phones. While the agents are on a call on their first appearance (internal or external) a second call incoming to their station directly will either merge automatically with the first call or drop the first call all together and automatically connect.

I would like the second appearance to bounce to coverage if they are actively on the first appearance, but that doesn't seem to be happening.

Any ideas?

 

[mojoputter]

Look at the hunt group the agent is assigned in, 2nd page I believe, should be a setting called Multiple Call Handling, what is that set to..?

However, that setting will only be there if your ACD setting on the first page is set to Y.

 

[kmh5091]

I don't see a setting like that on the hunt group. Here's page 2:

display hunt-group 3 Page 2 of 61
HUNT GROUP

Skill? n Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):


Redirect on No Answer (rings): 4
Redirect to VDN: 759
Forced Entry of Stroke Counts or Call Work Codes? n

It should be noted that it's usually an incoming internal call directly to the agent's extension that causes problems.

 

[mojoputter]

What version CM do you have..?

 

[mojoputter]

Also, look in system-parameters customer-options, and see if Multiple Call Handling is set to Y, its on the Call Center Optional features page, maybe page 6 or 7

 

[kmh5091]

CM 3.0 (I know, I know.)

Multiple Call Handling (On Request) and Multiple Call Handling (Forced) are both set to 'n'.

 

[smokinjoe2938]

does this happen to all agents or just one?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[kmh5091]

It's happened to a number of our agents, but only in the call center, who all use 4621sw IP sets.

 

[kmh5091]

This problem continues to pop up frequently. Anybody have an answer to this?

 

[BIS]

On the station form:

Auto Select Any Idle Appearance? n
Restrict Last Appearance? y

 

[joesena]

Create a new hunt group with just one member (one of these users with a 4621).
Call the queue.
Call the queue again while still on the 1st call.
Did the merge happen? (Testing the settings on other hunt groups)

 

[joesena]

(leave the new hunt group with all default settings, just put an extension and the member. Also run a 'list trace station xxxx' on the target 4621 as the calls are made)

 

[kmh5091]

I checked the settings BIS posted. Those were already set to those values. I ran a trace as well, which doesn't really tell me anything other than proving that the anomaly is indeed happening.

 

[kmh5091]

This is STILL happening to me. We can't figure it out. Anybody else experience anything like this?

 

[avAyATEKky]

I am having the same issue, where an agent is on a call, then another drops in but also a 2nd agent will answer the call now there is two agents and two customers on one call. I have been baffled on....

Today Makes Tomorrow

 

[Arshadteck]

I think you can check the coverage path of the hunt group and also enable queing for the calls not to drop.