Agents get calls from queue when already on a call

[dov20]

Hi
We have an issue with queue calls. We have a hunt group set up for our customer service agents. When an agent is on a call they will get another call on another line from the queue. It's happening to multiple agents. One agent stated she gets a call right after putting a call on hold. Yet another agent said she's talking to a customer and another call rings on another line. Does anyone have any ideas as to why this is happening, and how to fix it? We have the queue set up to "Assign Call On Agent Alert" "Queue length 10".
For the User Rights for the customer service group we have in Telephone "Wrap up time 10 seconds" to allow them to enter notes after a call before getting another one. Enable Call Waiting is set to YES - maybe it should be NO?? They have 3 call appearance buttons.
I'm new to this Avaya system, still trying to figure it all out. Any help would be greatly appreciated.

After talking to some more agents it appears this is happening when they put a call on HOLD that they get another call from the queue.
Thank you.

 

[kwing112000]

check the box for busy on held on each users telephony tab

Kevin Wing
ACSS Small and Medium Enterprise (SME) Communications
ACS- Implement IP Office
ACA- Implement IP Office
Vive Communications

 

[janni78]

What is the ring type of the huntgroup?

Also normally you would have 2 Call Appearance buttons and enable Reserve Last CA so you don't get incoming calls on the last button.

"Trying is the first step to failure..." - Homer

 

[dov20]

I went to users rights for the group and hit YES for busy on held. That turns it on for all members in that group.

The ring mode for the huntgroup is longest waiting. Each agent has 3 appearance buttons on their phone. All three appearance buttons say immediate ring.