Agent gets another call in the same queue while still engaged

[mjm23]

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?

 

[murpr]

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.

 

[Turtlepuke]

On Demand should not give you new queue calls while already on an active call.

 

[Sean655]

Is it ringing or is the new call barging in? Could be a bug. What's the hw/sw?

 

[mjm23]

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?