Call Pickup Problem

[ryg]

We have users logged in to their Cisco Agent Desktop taking inbound calls. They back up our Centrex emergency line, which when a call arrives, it rings an analog bell. The bell and the agent are in the same pickup group.

Sometimes, when an agent is on an ACD call, the oPickup key will not work on their soft phone, and they are unable to answer the emergency line. This is an intermittent problem which I have been unable to solve.

 

[trvlr1]

When they try to pick up the call, does the bell continue to ring, or could it be that someone else got to the call first?

 

[ryg]

The bell continues to ring, and ultimately, somebody else picks up the call.