Cross? Same ACD call answered by 2 agents.

[hwntel]

Idle agent receives an ACD call. While the call is approx. 15-20 seconds in progress, another ACD agents arrives on the very same call.
The 2nd agent says that she received the call and while in her greeting she is interupted by the 1st agent who says i have the caller online and our status is work in progress.

The 2 agents are in the same skillsets.

Have any of you experienced this?

 

[johnpoole]

do you have any analog trunks? if not it's a worse problem. hard to get a cross with digital trunks and sets.. i would add trace keys to the agents sets, and allow trace to external trunks

john poole
bellsouth business
columbia,sc

 

[croat1]

I'd say this is a PBX issue and not SCCS

 

[nortelinsd]

Check in the switch the CONF/TDS cards.

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