Agent Phone Receiving Call on 2nd line

[BobZahn]

We have a BCM 400 setup in a clien'ts call center and we got a report today of an agent receiving multiple calls on his phone. BCM is setup as a call center and this is the first incident of an agent receiving multiple calls at once on a phone. I assume the 2nd call is coming in on a second line.

Any ideas what can be causing this?

 

[kh3572]

Are you sure it was a "call center" call? Is it possible that someone dialed this phone directly either through dialing the extension or DID?

PhoneLady

 

[BobZahn]

The call center we received the call from identified the 2nd call as a customer but we will confirm details on this to ensure it wasn't just an internal transfer.

Bob