One agent, two calls

[amyygt]

Hellow,

We have a SCCS and the agents are receiving two calls at one time. They are in a call and suddenly they receive another call. The first one falls or is automatically puts on hold waiting for the second call to end. Do you have any idea?

Thanks,

 

[rfwhite]

That is strange. If you have 'agent walkaway' configured that sounds similar to having a hardware problem in that a temporary loss of connection between the headset and 'phone causes a problem. Have you checked the event logs to see if any errors are being logged?

 

[amyygt]

This is a remote customer of our SCCS 5.0 with Meridian. In the logs I found events of lack of synchronization with services provided by the switch (48459)and A failure occurred while SDP was trying to communicate with the client(42524) It could be a network problem, but I want to check for security patches or anything else. An idea?

 

[sandyml]

Sounds like a reboot is in order. Perhaps the PBX ini'd or something like that, which would take things out of sync. Shut down Symposium services and reboot in a maintenance window.

 

[mattb025]

The second call, is it coming in on the ACD line or on a personal line?

 

[amyygt]

We had our maintenance windows and everything seems to work just fine.

Thank you all!!