Multiple calls at same time

[202586]

I am facing a very difficult situation, i have a client with
BCM 450 rel 5 and Avaya Ip softphone version 4 (licensed version)
We run a custom ivr application which send calls to the skillset with more than 30 agetns.

My problem is,
When the agent is talking to a customer another call comes to the same agent. I want the agent to recieve only one call at a time, where is the setting for this ? Inside the skillset or in the ip phone settings?

Please help.

 

[cook1082]

They should only be presented 1 SS call at a time but they can get intercom and direct line calls while on a SS call.

 

[202586]

Thanks for the reply cook.
I am using custom VB application which resigeters with the DN number of the agent to show information about the caller, which is retrived from the Database, i have added a button to transfer the caller back to the Main IVR menu by transfering the call to the IVR DN.

Agents are complaining that they recieve multiple call and the phone is stuck some times , phone is avaya 2050 ip softphone version 4.1. Also the agent is not able to hear the caller sometimes.
What should i check to solve these issues, please help.

 

[SupportDude]

Sounds like your IVR setup is causing some interference with the Contact Center application.
Contact Center, by design, will monitor the status of agents and only deliver calls to agents that are idle.
The first step in troubleshooting is to determine how multiple calls are being delivered.
I would suspect the first call is delivered by the Contact Center and subsequent calls are somehow being sent by the IVR directly to the agents DN.

Unable to hear could be several things;
Calling party may have disconnected
IP congestion
No inbound VoIP path connected

Phone locking up could be a resource issue on the PC or a network issue.

HTH!



-SD-

http://www.mysupportguy.net

 

[202586]

Thanks bro.
Lemme check my IVR application once again, but i am sure i transfer calls only to skillset DN