MICC Agent State Idle when busy

[aholbert]

MICC 9.3.2 problem. ACD agent answer a call and agent state show correctly as busy on ACD call.
Agent places call on hold and agent state shows correctly ACD call on hold.
Now agent presses line 2 and places call and state shows correctly non-ACD call
Agent hangs up and returns to ACD call. Agent shows as Idle even though they are on an ACD Call.
Anyone experienced this?

Agents are on MiVB 9 controller

 

[Waldosworld]

Are you seeing 105 Alarm?
MiCC YSE - Ignore agent secondary line activity set to Yes?
If not set will affect realtime

 

[aholbert]

No Alarms
Ignore agent secondary line activity is checked under Media Server - Data summary options

 

[Valamagules]

What is line configured as? Is it a multicall?
If so, from memory, multicall keys are not supported in an ACD environment.


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