cal connected to 2 agents

[FONEGUY]

This past weekend we upgraded from SCCS 4.2 to 5.0 . I have had two separate reports of a call being presented to two agents at once . We are forcing calls to the agents , in this case both agents greeted the caller and were able to speak to each other and the caller , like they were all conferenced together by Symposium .
Any thoughts to the cause of this abnormality ? Thanks in advance for any suggestions or observations .

 

[nortelinsd]

If you have CDR running check and see if this one call came in on one trunk. If that is not an issue it could be the CONF/TDS cards in your switch.

If a tree hugger falls in the woods...who cares?

 

[rfwhite]

We had a similar problem. Our vendor and Nortel installed a patch. It hasn't happened again (yet) but it's only been a week or so and sometimes we went that long without it happening anyway.

 

[FONEGUY]

Thanks for the suggestion . We installed the lastest PEPs from Nortel to the server and the clients when the upgrade was installed . I have asked the vendor for a patch audit on the PBX to make sure everything is up-to-date in the switch .

 

[KE407122]

We had that on rare occurences. Nortel would only investigate if we were running with the most recent M1 patches.

Once patches were consistant across all systems there have been no reports of duplicate presentations since.

KE407122

 

[rfwhite]

The patch didn't fix our problem. It happened again yesterday.