The first time this happened I chalked it up to a glitch, but it has happened on 3 separate occasions, twice on each occasion. Naturally Avaya is stumped.
2 or 3 agents will receive an incoming ACD call (at roughly the same time) and answer the call only to be conferenced together (auto-magically).
Sometimes there will be a (very confused) caller on the phone, sometimes only the agents.
It does not happen to the same agents every time, but when it happens it seems to come in twos and the same agents are involved both times.
As far as I can tell the agents are not causing this to occur.
It has happened on a different trunk group every time.
There is no correlation of P/N, Cabinet, or Card that I can find, but the agents are always skilled similarly (at least one matching skill).
The occurrences are generally within a few minutes of each other.
Take this part with a grain of salt: The calls do not register in CDR, and the calls only show once in ECHI (meaning only one of the agents is assigned the call in ECHI).
Any advice or information would be greatly appreciated.
2 or 3 agents will receive an incoming ACD call (at roughly the same time) and answer the call only to be conferenced together (auto-magically).
Sometimes there will be a (very confused) caller on the phone, sometimes only the agents.
It does not happen to the same agents every time, but when it happens it seems to come in twos and the same agents are involved both times.
As far as I can tell the agents are not causing this to occur.
It has happened on a different trunk group every time.
There is no correlation of P/N, Cabinet, or Card that I can find, but the agents are always skilled similarly (at least one matching skill).
The occurrences are generally within a few minutes of each other.
Take this part with a grain of salt: The calls do not register in CDR, and the calls only show once in ECHI (meaning only one of the agents is assigned the call in ECHI).
Any advice or information would be greatly appreciated.