Agents still gets ringing alerts of calls even as the agent places the current call on hold

[Bidemi]

Hello,

Agents still gets ringing alerts of calls even as the agent places the current call on hold.

We have configure only two appearance buttons on the button programming on manager.

Also "the last call appearance" has been reserved.

How do we stop the agent from getting alerts of another incoming call while placing a call on hold?

Avaya IP Office Version R10.1

Thanks in advance

 

[intrigrant]

User > Telephony disable "Answer Call Waiting On Hold

 

[VoIP Numpty]

User > Telephony disable "Answer Call Waiting On Hold"

Nah - that's for POTs like phones

Enable User > Telephony > CAll Settings - "Busy on Held

 

[Bidemi]

Thanks.

I had done all that initially "Busy on held" and also disable "Answer call waiting on hold".

It was still happening.

 

[intrigrant]

@VoIP Numpty : I don´t like you attitude here, be more polite. You act if like you have all the answers and everybody else is wrong.

I meant Busy on held but i could not remember the right feqture, i thought when he looks in the setiing he will understand which to disable.

 

[VoIP Numpty]

is the group type "collective call waiting"?

 

[VoIP Numpty]

@intrigrant - I was going to type that I think you gave your answer from memory, not looking it up, and suggesting the other value, but the phone rang... so went for the short, phonetic (English) casual/friendly dismissal - sorry you didn't read it that way.

 

[Bidemi]

No, not collective call waiting.

We are not using hunt group.

The incoming call is being routed to IPOCC Topic.

The call flow was designed to go to an available agent.

Once an agent is on a call,another call shouldn't come to the agent but once they place the call on hold, another call comes to the agent.

 

[VoIP Numpty]

Ah, don't know much about IPOCC - I guess it may have some privileged mechanism to route calls past the usual controls, bust surely it would see that the user has a call on hold and/or have a similar setting to the IP Office one...

If it won't be taken as me having a bad attitude I suggest that in future, including detail like the fact that you are using IPOCC would be a useful piece of information to have included in your initial query.

 

[Bidemi]

Also, what is the impact of disabling "idle line preference"?

was thinking if it is related to the problem?

 

[VoIP Numpty]

If you disable ILP then when lifting the handset to make a call (no call ringing the phone) you'll have to explicitly chose the Appearance to use by pressing a button, before you get dialtone.

ILP does that for you automatically by finding the first free appearance (on other systems I worked on many years ago you get to set the sequence it does that search)

Just to check - what phone does this agent have?

 

[Bidemi]

They are using Avaya 1608