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Agent gets another call in the same queue while still engaged

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mjm23

Technical User
Jul 1, 2020
80
PH
Hi Experts,

I have a case in one of our sites where agents receive calls within the same skill even when they are already talking to a customer. I double-checked the hunt group configuration and saw that multiple call handling is disabled. Are there any other configs I need to check?
 
Is it only the one agent? Is it possible their agent ID is hardcoded somewhere in a vector or something? Maybe a list usage extension would help.
Edit: I read too quickly that you said more than one.
 
On Demand should not give you new queue calls while already on an active call.
 
Is it ringing or is the new call barging in? Could be a bug. What's the hw/sw?
 
both calls are coming from the PSTN. I initially thought that the station is mapped to a DID but it isnt. By examining the ECH logs, I found out that the 2nd call came in while the 1st one is still ringing. Any thoughts?
 
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